Not much else as you...

Dear Joseph,

Thank you for bringing this to our attention. 

We would first wish to profusely apologise for any inconvenience or frustration that has been caused by the service you received. We take our customers wellbeing seriously and are concerned by this feedback. 

Please be assured that this has been escalated to the relevant department and one of our consultants will be in touch with you to discuss your matter further and assist. 

We once again apologise for this and hope to restore the experience. 

Regards,
One Plan