Bad service from unmonitored Agent

I was on a chat with Bukelwa Buyeye and she/ he couldn't assist me so I requested for the usual person that I know would be able to help me and most cases he does come through for that's Nkanyezi, so Bukelwa said he's on leave and I requested the Supervisor on shift currently and he/she cut our conversation with sending me a dot. And I I was now on a bot again I tried again and this time I got Reabetswe Mohale who was able to help me out. I really won't suggest anyone to use payjoy because of the the bad unmonitored service from their agents. My query is why make people that pay R1600 a month struggle to get help when they should be getting a service good enough to come back to you