Supervisor misconduct and formal complain

I am absolutely appalled by the shocking level of customer service I have received. A so-called team leader/supervisor, Mthokozisi Otto Gigaba, conducted himself in a manner that was insulting, arrogant, and outright dismissive. For someone in a leadership position, his behaviour was completely unacceptable and deeply unprofessional. When I requested to escalate the matter and speak to a supervisor, he refused outright effectively blocking any attempt at accountability.

I am assisting my 75-year-old aunt with her claim because your organisation continues to hide behind acronyms and technical jargon she cannot reasonably be expected to understand. Instead of providing clarity and support to an elderly client, your team has sent her from pillar to post with no meaningful assistance. It feels as though there is a deliberate effort to delay and avoid resolving this matter.

This claim has been pending for nearly three months with absolutely no progress. Numerous emails have been sent to multiple consultants as well as your claims distribution team — all ignored. We have made repeated follow-up calls and have been given empty promises of call-backs that never happen. The lack of response is not only negligent but disrespectful.

The service we have received is disgraceful. It reflects a complete failure in leadership, accountability, and basic customer care. This experience has caused unnecessary stress and frustration, particularly to a 75-year-old client who deserves patience, clarity, and respect — not arrogance and indifference.