They’re slow honestly, why is that a normal, professional norm to them

Dear Lindokuhle,

Thank you for sharing your service experience with us. 
  
We sincerely apologize for any delays you may have experienced as we strive to attend to all our queries promptly. Should clients experience any issues with regards to reaching us, kindly note that we have alternative options for clients to utilize, Clients may send a "call me back" request directly from the App or you can send a message via Whatsapp on *** or an email can be sent to *** and one of our friendly consultants will be in touch with you. 

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.
  
Once again we apologize for any inconvenience caused and we hope to restore the experience.

Kind Regards,
Oneplan