Turning my anger into a smile/relief

On 7/04/2022, I contacted Home Loans to request a copy of my accounts. After a few attempts of trying to get through to someone, I was eventually transferred to an actual person who 'could assist'. But 20 mins later the person said my statement is not on the system and that she will transfer me to the Deceased Estate dept. The call was disconnected with the message 'number does not exist@ and the person could not care enough to ensure I was correctly transferred. I then called to complain and spoke to Kate Botsane. She turned my frustration into pleasure. Kate went out of her way to ensure my experience is better. Very empathetic and professional. Thank you Kate for proving there is still customer service out there. You are an asset to your team and organisation.