The agent was a 6/10

Hi Aanisah, 

Thank you for taking the time to bring this to our attention. 

We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.

We have acknowledged your query, 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. 

We hope to restore your experience with us. 

Kind Regards,
Oneplan