Virgin Mobile South Africa Conversion
 SUPPLIER |
Virgin Mobile South... |
 INDUSTRY |
Telecommunications |
| BRANCH / AREA | Menlyn | COUNTRY | South Africa |
| TIME / DATE | 07:51 Fri 6 Jan | PERSON RESPONSIBLE | Tshego |
| CUSTOMER | Dr_Swart | View all reports by user |
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| PROBLEM | Billing / Accounts |
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| INCIDENT | Thu 5 Jan | ||
| HEADLINE | Virgin mobile staff don't even know!! |
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We received a statement for our account which was four times what it normally is, this after trying to save on our accoount during that month. When approaching the Menlyn branch and asking them to account for the amounts that were stated on the bill, not only did it scare the first staff member away, and it amounted to one big adding and subtracting on calculators as well as a communal shaking of heads. A senior staff member Tshego told us she had one of these accounts and she didn't even understand it. This is unprofessional and unacceptable that staff don't know We have one of those accounts where you pay R170 and get R150 airtime. Now, whatever you don't use in a month will be carried over to the next month. The problem is when we added up the amounts on the bill, that seemed like we were responsible to pay for, it didnt add up. So then we asked Tshego to show us how much was carried over from the previous month. She also just looked on the system, shook her head and said she didn't know. I then asked her if there is some number w can phone to have someone else explain this to us and she gave us customer care's number, and do you think these people know better? Unfortunately no |
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| SUPPLIER'S RESPONSE | Virgin Mobile South Africa | Time and Date | 16:03:18 | Fri 6 Jan 12 |
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Hello Dr_Swart, Thank you for contacting us. As per our telecommunication, we have informed you that your account will be adjusted/credited accordingly. We do apologise for the inconveniences caused. Kindly be assured that we are committed to improving our service to all our customers. Thank you for allowing us the opportunity to address your concerns. Regards, Virgin Mobile |
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| CUSTOMER'S FEEDBACK | Dr_Swart | Time and Date | 16:23:31 | Mon 6 Feb 12 |
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Quite Impressed:
Virgin Mobile SA contacted me promptly with a staff member that was well-informed regarding the due processes and the information required. Now, if only they conveyed this training to all staff members. Thank you, Virgin mobile. |
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