Poor customer service - Tebogo Montoedi

I left my details on the PPS website to get a call back regarding disability and income protection cover. I got a call from Tebogo Montoedi on 30/12/2021 and I told him to 1. Send me a mail invite for the value proposition meeting scheduled the next day; 2. Send me product information in the meantime so that I can browse through it to ensure a productive meeting. He calls early on 31/12/2021 saying that he has to take his father to the airport can we reschedule to 01/01/2022, to which I agreed. I tell him during this call that he had not sent me an meeting invite as yet can he make sure to send me the 01/01 invite soonest. At 11:42 am (meeting scheduled for noon) on 01/01/2022, he sends me a meeting invite (meeting invite dated 02/01/2022) and then proceeds to Whatsapp me at 11:54 saying he wanted to confirm our meeting for noon. I then say meeting was confirmed yesterday already, it was just the meeting invite that he had not sent. He tells me "I've sent it to you this morning today" to which I send a screenshot of the mail asking 11:42? This may seem like petty details but I am trying to paint a picture of the experience. We log into the call, he starts with an introduction of himself and his experience, which is to be somewhat expected. About 12 minutes into the call, he then comments something to the tune of me not being talkative to which I respond, I am not sure what to comment for now since I didn't get the product information in writing like you promised. He apologies, then states that he is on leave and that he was busy and so on. Then he says to me he spoke to his manager via Whatsapp and phone call the day before, and his manager said that they would be unable to offer me income protection cover at this stage but he would like to holistically recommend other products following a needs assessment. At first glance, there is nothing wrong with what he is saying. I do however take issue with the fact that two days prior, on an 8 minute call, I told him exactly the kind of products I was looking for and that I had other products from another insurer, and that if PPS was as great as he had made them out to be, an impressive quote on the products I do want, may open up a conversion for me to switch my other products over. Having said in very clear terms what I wanted, and him learning that I would not be able to get such a product I expected him to have sent an email as soon as he spoke to his manager, or anytime before our noon meeting, to bring this information to my attention so I can make an informed decision regarding walking into this meeting or not. When I highlighted this he proceeded to take ZERO accountability. He kept saying " I have said many apologies..." But I told you I am on leave till January 10; Life happens I was busy; It is holiday season; I do the same with my other clients. I found his excuses to be unprofessional and a poor attempt to be a victim of his circumstances. If it had been only the email invite incident, that's something. Or his wasting my time knowing fully well that he is unable to quote me on the product I want another thing. So I asked him which products I had said I was interested in two days before, to which he could only name 1. Ironically the one where I am half covered with another insurer. The income protector was something I was very adamant about two days prior. He even on that occasion, asked what my net salary was so he was fully aware of how this was important to me. What really annoys me is his attitude in justifying unprofessionalism and then implyingb that because he is on leave he should be allowed to drop the ball. Then why work if you'll do such? If you work, work, customers don't and shouldn't care that you are using your personal time because you CHOSE to use it to advance your company's interests. If that is too much, then tell prospective clients that you are on leave and you will speak to them again when you are on your A-Game. Furthermore, as harsh as it sounds, customers do not care about your personal challenges, they come to you for a product/service, not to be burdened by staffs' personal problems, especially when it is a result of having received a bad service. When you have inconvenienced a customer, you should unreservedly apologise and not qualify/make excuses or make the customer feel as though they are being done a favour. Yours is to listen to the concerns of the customer not talk over them and make every excuse in the book. I was trying to explain all of this to Tebogo. But he kept interjecting because he listens to respond and not to hear. What a disappointing experience!