Rude agent disgusting service

I would like to formally escalate my complaint regarding the poor service I received from your agent, Immaculate.

We opened a chat on 9 June 2026 at 17:30, and throughout our interaction, I found the service to be unprofessional, unhelpful, and extremely frustrating. My concerns were not adequately addressed, and I repeatedly had to explain the same information without receiving a clear resolution. This resulted in unnecessary delays and a very disappointing customer experience.

To make matters worse, Immaculate abandoned the chat while I was still responding. As a result, I was forced to start the process again and explain my concerns to the Ntombi chatbot, causing further delays and frustration. This added to an experience that was already proving difficult to resolve.

As a customer, I expect agents to listen carefully, communicate effectively, and provide accurate assistance. Unfortunately, this was not my experience with Immaculate. The lack of urgency, accountability, and willingness to resolve my issue left me feeling ignored and dissatisfied.

I would appreciate it if this matter could be thoroughly investigated and reviewed by management. I also request feedback on the outcome of the investigation and any corrective measures that will be taken to prevent similar experiences for other customers in the future.

I would like to commend Jayme for the professionalism, efficiency, and assistance provided during this matter. Jayme was helpful, understood my concerns, and provided the support that I had been seeking.

I trust that this complaint will be taken seriously and that appropriate action will be taken.