Consistent poor service, multiple instances!!!

I am writing to formally express my extreme dissatisfaction with the service I have experienced in the last two days.

On 02 January 2025, I spoke with Nonhlanhla at 08:30 regarding my query. Unfortunately, not only was my issue left unresolved, but we did not even address the details of my concern. I requested to speak with a Team Leader or Manager, which was avoided. I was assured a call back by 16:00 the same day, yet no such call was received, despite an SMS sent from Nonhlanhla at 09:22 yesterday morning promising a call back.

Today (Friday, 03 January 2025), I contacted your support line again and spent an hour speaking with Nomthandaso, only to face the same unresolved outcome. The consultant appeared unprepared, citing system issues as the reason for being unable to access multiple platforms. Once more, my request for escalation was avoided. I have now been promised a call back from Frieda.

I have been a loyal client for several years, paying a significant monthly premium while rarely contacting your support, no more than five times a year. The service received during these two interactions, however, has been consistently subpar. While I continue to pay full premiums, the quality of service fails to reflect the standard expected.

I insist on a prompt call back from a senior representative who is both competent and authorised to resolve my concerns effectively.