Customer Service Sucks - Lack of empathy and total disregard for customer service and feelings

The worst customer service ever. I have never been ridiculed by a customer serice advisor the way I was my a member of Showmax staff named Kulani.

I contacted the webchat this morning as I noticed that I have been charged for a subscription for the past 2 months. I explained to Kulani that I have cancelled but I was charged and she advised me that it was not cancelled. I the asked if I could be refunded and she informed me that there was no billing error so she cannot refund. I then explained to her that I don't understand why I cannot be refunded as she can clearly see that I have not used the account. I mean I wouldn't pay for something I am not using. I checked my email and noticed that I did not get a cancelation confirmation. I then explained that though there was no formal confirmation I must have incorrectly canx the account and she was telling me how it is my "responsibility" and how I cannot get any refund. I told her I will accept any form of compensation and she was so rude she literaly said bye to me while I was explaining my query to her. She even rep**** to me by saying "LOL" laughing at me venting with no form of empathy or even trying to offer a solution. I am not annoyed by the money however the lack of professionalism and the lack of customer service lead me her. I don't appreciate being made a joke of when I am telling someone a concern involving my finances especially in this current climate of covid 19 when every penny counts. I honestly feel as though this company needs to up their training on customer service skills I have proof of this whole conversation of an insensitive employee of showmax that shows no respect or empathy. All I wanted to know was if there was any solution or any way to resolve this and if the company can help me anyway and she didn't even offer me advice. I literally felt like this person was telling me I am dumb the whole time, laughing and saying things like "What are you saying" the sarcastic use of language is no way to treat customers that are confused and looking for help. I dont evn want to give one star because thats even to much based on the level of service I recieved. I will be taking this further because the customer service stinks and anyone who works in client service whould have used this as an opportunity to retain the customer. I didn't even get that. I really hope I get some sort of apology or formal feedback from SHOWMAX.