Terrible Service

Hi Team,

I trust that you are well.

21 December 2020, I called into your contact centre to query a claim payout that has not yet been received by a beneficiary, to my unfortunate circumstance, the call was received by a Mr. Bonginkosi Mhlungu who is based in the Sandton office.

This gentleman does not contain a single fibre of telephone etiquette in his genes and the soft skills are non-existant, bare in mind that I was on this call for 36 minutes, 52 seconds including the queue holding time, at my own financial expense and I did not receive any assistance regarding the reason for my call.

I was muted on several occasions throughout the call with no justification instead of being placed on hold, agent was not efficient, had no sense of urgency and poor listening skills, could not perceive the mood of the call in order to deliver service recovery and overall wasn't interested & the icing on the cake was that he dropped my call :-)

This valuable time I've used up typing this email is an indication of how unpleasant my experience was with this gentleman and I would like feedback to advise how this will be handled by yourselves as I would also love to drop this on Hellopeter.

Fortunately, I had to call back into the centre as I was not assisted, and I spoke to a certain Thando Dube who then provided the little assistance she could, it's not what I was hoping to hear but I understand it's out of her hands, she service is pleasant and she was friendly and displayed that she was willing to assist.

You can contact me on *** if there's ANYTHING at all that you're team would like to say to me.

NB. For a brand of your nature, you would want to ensure that your ground staff are not tarnishing your business and reputation by failing to do the call centre basics.

Regards, Siphiwe