Disgusting service at Sanlam sterkspruit branch 9762

I don’t know if your staff at the Sterkspruit branch 9762 have been trained properly in terms of customer care and etiquette. But upon receiving a call this morning I am appalled at the unprofessional and rude manner in which my complaint about a staff member was addressed. The individual who called me this morning seemed to be adamant that my mother and I were lying about the instances we recalled happening at the branch on that specific day. The apology was insincere and he seemed to I want to drive the conversation towards us imagining all the occurrences of that day. I do not dispute that there was a sign at the door which I obviously did not see, my issue is how do you call me to apologise and proceed to tell me that everything I have typed out in my email complaining as a client is irrelevant. My concern about this is the number of older clients who do not have access to such platforms to point out the misdeeds in that branch, how are they being treated do they walk out of there having received the best service possible? Your staff seemingly needs training in this regard and the gentleman who called me clearly called me with malice intentions. It is disgusting for anyone in sales to speak to a client in the manner in which she spoke to us and for a call that was aimed as an apology to basically end up being a call labelling my mother and I *****.Refer to the email I sent below.

Good day

The level of service at your Sterkpruit Eastern cape 9762 branch is appalling, specifically from a Mrs Nombulelo Skhwentya. She is rude condescending and down right disrespectful. I walked into the branch this afternoon with my mother and did not notice the “no cellphone”sign at the door. My phone rang, I answered it she had no comment. I then received another call and she shouted in a very rude manner “akuthethwa nge phone apha” I then enquired if there was a sign, her response was once again in a rude manner “ndithi akuthethwa nge phone apha bhuti” I asked her again if there is a sign to which she pointed to the sign outside the door.

I then went on to ask why there isn’t a sign inside for clients that missed the sign outside and I walked out leaving my mother there as I had an urgent matter to tend to. Upon my return my mother informs me that this woman is extremely rude and had continued exchanging words with her after I had left. My mother posed the question to her that what if i was a client that could not read or see what would have her response been and she said I don’t look like I’m uneducated to her because I responded in English during our altercation. My mother then requested the bathroom and she said “they” don’t offer clients their bathroom my mother explained that she really needed it and when she’s in sanlam Bfn she is allowed to use the bathroom. This woman then said for that matter my mother wasnt even allowed to enter those premises with me it’s not allowed. To which my mother responded what happens in the case where I need someone else to witness what I’m doing and said this is the first she’s heard of this rule in a sanlam branch.

This woman then continues and says they don’t do that in “their” sanlam. I not sure if maybe different branches of your franchise have different rules but it would be appreciated to inform clients of such things when taking policies at your branches in future. As someone who has worked in sales and retail before I am fully aware of the policies surrounding customer service in this industry and i can assure that this is not the first instance whereby this lady has been rude condescending to a client. She treats that office like it is her personal farm where she can do as she pleases. She needs to understand that she is in her position to service customers and she that is not her own fly by night tuck shop in the ghetto where she does what she pleases.

I would like a formal written apology from her and her manager. Disciplinary action to be taken against her.

My details are as follows Mr LX Gqaji ***