Poor service in miway WhatsApp line!

I received poor service from the Miway WhatsApp line. I wanted help with changing some information on my policy document and they sent be back and forth from one agent to another only for them to tell me they can’t assist me and I should call Miway for assistance. Tell me why I had to stay on the chat for 4 hours (10:56 to 14:55) before being told that they can’t assist, why did I have to be transferred between claims and customer care? The names of the agents are Ursula, Bjorn (claims), Mbalenhle, and Mandla (customer care).