EXTREMELY POOR SERVICE! "Supervisor" worst attitude problem. DISSAPOINTED.

They don't even deserve a one star rating! I am absolutely fuming.

On 19/08/2017 I started the process of trying to change the personal details on my account, seeing that I got married and needed a name change on my card. They requested documents. I sent the documents per email, only to get feedback after a week that it wasn't acceptable, seeing that it needed to be certified. fair enough.

I had to get the municipality to change the name on my municipal account to include me with my husband so that the statement could be used as proof of residence. This still wasn't acceptable, so I had my husband write a signed letter to confirm that we share a residence.

On 19/02/2018 emailed the required documents and more (all certified with a commissioner of oath's stamps, dated etc) but had no feedback.

On the 23/02/2018 I phoned the customer care line that assured me the application is at FICA, and it takes 5-7 work days to complete. "Please call back Monday or Wednesday"...

In the mean time, my credit card expired. Some of my online accounts that are debited against the credit card, bounced and payment was refused because of this!!!

28/02/2018, I phoned the customer care line again, and the person promised to find out what is the delay and get back to me by the end of the day. NOTHING HAPPENED!!!

NO ONE CALLED ME BACK.

So, today, I receive an email stating that the documents provided are not acceptable because the commissioner of oaths that signed it was not from a police station or some nonsense like that. Only thén providing me a list of all the information the commissioner needed to add to the certification of the document in the first place. Why couldn't this list have been provided from the very first request to get everything certified? VMSA now wasted weeks of my precious time and gave me the complete run around...

ONCE AGAIN I PHONED THE CUSTOMER CARE LINE, and asked to speak to a supervisor to lodge a complaint.

Reluctantly, (and after waiting almost 30min) I was transferred to a supervisor who neglected to provide her name, but was rude and uncooperative. She also had the gall to hang up on me, mid sentence. I wasn't even worked up when I spoke to her or anything, tried to explain patiently what my problem was. WHAT ABSOLUTE HORRIBLE SERVICE!!!

I phoned again. No one could tell me to which "supervisor" I was transferred the first time and couldn't explain to me how calls are recorded but not logged against a trackable id, so it would "take them too long to try and figure out who I was speaking with, to help me". I call total BS.

I've been a loyal client for more than 5 years, but perhaps it is time to close this account and move to a different service provider. So maybe instead of having my documents re-certified at a police station, and going through all the trouble again and jumping through hoops, I must just quit VMSA all together.