Bad Apples within your team

On Saturday 30 December I had a horrible encounter with bad customer service with these ones, so I upgrade my subscription as usually to watch sports on my TV, I get an error that says I can only watch on mobile devices, I understand that there might be new packages the company might be working on, however my experience is not on mobile devices so I then go ask for alternatives so that I can watch on my TV if any, so I try to explain to this agent Pabi she called herself that on those chat platforms they have over there, plainly put she was rude, from what I can tell from the overall rating you guys have probably one of the contributing factors. Luckily I decided to try again, the next agent Phumelele was a saving grace she was prompt and straight to the point, but I had to put it here if you guys want any chance of improving.