Train your Customer Service Consultants!!

Your customer service department is useless!! Your legal department is unreachable! I've received a settlement statement on my account, which is unclear, and I have been attempting to get information on this since Wednesday 16/10/2024. Your customer service consultant couldn't explain the statement to me, so... If one of your consultants, who, I assume, was trained to help clients understand your documents, doesn't understand the statement, how am I supposed to? After being put on hold for around 30 minutes, she got back and stated that she herself didn't understand it, but that someone would contact me within 24 to 48 hours. To date no response!! After that call, I attempted to contact your legal department by dialing 5 on your menu system, which seems to be a joke as well, because all calls seem to be routed to the same *********** service consultants. The gentleman who answered, sounded like he was eating, and when I asked if I got through to the legal department, he rep**** with: "WHAT?", at which point I terminated the call. Please teach your staff basic telephone etiquette! Today I contacted your customer care department AGAIN, and was given the same reply as on Wednesday, that the account is with legal department and someone will contact me within 24 to 48 hours. I then told the consultant that I was told the same thing last week and nobody contacted me, and asked her to transfer me to someone who can answer 2 simple questions. Instead of getting transferred, my call was terminated! I then phoned back and asked the consultant to speak to a manager, or someone who could answer my questions, because clearly, the customer service consultants aren't able to. The gentleman I was transferred to speaks so unclearly, that I had to ask him repeatedly to repeat what he said. When I asked him to please not mumble, because I could not understand him, he snapped at me that he wasn't mumbling and kept mumbling! Go draw the call and please tell me what he said, because I still don't even know what his name is... He still couldn't answer my questions though, and even if he could, I probably wouldn't understand anyway! I did manage to get a name and contact number for the person in the legal department, but that number didn't even ring, the call just terminated immediately. I then attempted to contact the legal department again, hoping that someone would be able to transfer me to the person, but instead got through to another service consultant, who was at least more polite but still couldn't give me any answers, or transfer me to the correct person in legal. She did however inform me that there was a note on the system made by the person in legal, that she attempted to contact me 5 minutes earlier, which is a bold lie because I was sitting with my phone in my hand at the time and definitely had no missed calls at the time stated on the system! While I was typing this, I did receive an email from Godfrey Southern, I had more questions and he phoned back immediately and answered all my questions! Thank you so much for clarifying everything Godfrey! You should employ 5 people of his caliber, it will improve efficiency exponentially!!!