Have had shocking service for over 3 years

Hi Marc, thank you for sharing this, we hear both sides of your experience clearly.We’re really glad Celine was able to step in and resolve your issue so quickly. Getting something sorted within 30 minutes after a difficult period shows the impact the right support can have, and we’ll definitely make sure she receives recognition for that.At the same time, we understand your frustration around the broader experience over the past few years and even the last few days. Consistency is just as important as individual strong interactions, and it’s clear from your feedback that this hasn’t always been where it should be. That gap is something we need to improve, especially around making sure customers don’t have to wait for escalation before getting effective help.We appreciate you acknowledging the positive recent experience, while also being honest about where the service model needs attention. Feedback like this helps highlight exactly where we need to tighten up so every interaction feels like the one you had with Celine.If there’s anything still unresolved or you need support going forward, we’re here to help make sure it stays on track.Warm regards,
 Webafrica Crew