I felt frustrated at first but once I chatted with Krystal, she explained the Why and immediately I felt better

Hi Leica,

Thank you for sharing your service experience with us and for complimenting Krystal on her excellent customer service, we appreciate the opportunity granted to restore the experience. Our clients are important to us, and we hope to provide them with the best service possible and we look forward to keeping you impressed for the years to come.
  
Thank you for being part of the Oneplan Family.
  
Kind Regards,
Oneplan