Terrible call centre experience

I'm so dissapointed that the Nedbank insurance don't really deliver the way they use to one small claim and all im waiting for was feedback but they cant even provide this after really messing up and not listening to recordings or follow system notices, and all they can do is keep the client waiting really terrible service some agents are trying their utmost to assist and some other agents just dont care, I need to give a big thumbs up for Natasha Sheomungul for trying her utmost to help for listening and not loosing her cool that is what service is all about even though you cant help try and give the client some assurance that it will be resolved but that is where the compliments end really guys how complicated can this all be