The agent wasn't able to resolve the issue, but did an excellent job in escalating the issue to the relevant parties and explain the issue we're experiencing and what the next steps are in getting the issue resolved

Hi Amy
Thank you for the wonderful feedback! 🌸 We’re delighted to hear that, while the issue required further escalation, our agent took the time to clearly explain what was happening and the next steps. We’ll be sure to share your kind words with her. Thank you for recognising her helpfulness and dedication! 💗

Warm regards, 
Webafrica Crew