A once loyal customer, with a lifetime spend well above the norm, says "Don't support a company who's core value is financial gain, at the expense of it's customers, and zero empathy"

I owed money on my account and due to COVID and a recently diagnosed disability, I ended up in arrears. I never once promised to pay and the missed a payment, my lifetime value as a client is well over R25000. When I was in a position to settle the balance I asked for a settlement value. None of this was ever recorded correctly and after multiple calls, I was finally routed to the correct department. I explained my scenario and asked for the multiple call charges of R20 each to be removed from my balance, as they resulted from their staff lacking the knowledge and training to correctly attend to and route customer queries I was informed that they would not remove them and ended up having to pay in over 50% more than the amount I originally owed