Shari Govender was polite and very helpful, but Bonnie was a prime example of non-thinkng inefficiency

Hi Marie, 

Thank you for taking the time to bring this to our attention. 
     
We sincerely apologize for any inconvenience caused and the circumstances under which your posting has reached us. We do take customer feedback seriously to improve our service and processes to ensure that we meet our client’s expectations as we do value you as our client. 

We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you regarding the matter at hand. 
 
Once again, we apologize for the inconvenience caused and we hope to restore the experience. 

Kind regards, 
Oneplan.