Customer Service?

I called the claims team 4 times this morning. first to find out if a claim is covered, then was told no it does not. Requested to get a rejection letter emailed to me this morning. Agent 1 promised to call at 10.05, did not. Call 2 spoke to Ratish, gave him the full incident and received the incorrect rejection letter. Call 3 spoke to Merriam, still generated incorrect letter. Call 4 asked for the manager, held on for 9 minutes and finally got to speak to Simphiwe Hlatshwayo. Very busy man. Said he was busy as a manager, has other clients and will see if he can get the letter to me in an hour. Love to hear your thoughts my experience.