Poor service

I app**** for a package that included a tracker and a dual-vision camera, costing R320 per month. On the scheduled installation date (6 December), the technician arrived but informed me that the dual-vision camera was out of stock. Despite this, they proceeded to install the tracker, leaving the package incomplete. Since then, I received no communication from the company regarding the installation of the camera.

On the morning of 10 December, I received a bank notification that R260, a pro-rata amount for the package, had been deducted from my account. This baffled me, as the package was only partially installed. Frustrated, I purchased airtime to contact the company and clarify the situation. After finally getting through to a consultant, my airtime was nearly depleted. I informed them of this, hoping they would call me back, but no such effort was made.

Still seeking answers, I filled out the contact form on their website. Within two minutes, a consultant called back, agreeing that I should not have been charged for an incomplete package. They transferred me to another department, but the person I was connected to was unhelpful. When I asked questions, she said she would transfer me to customer service.

By this point, I was losing patience. Every time I was transferred, I had to endure their advertising cycle about services. However, this time there was no adverti*****t. A consultant took my details, asked me to hold, and then the call disconnected after 10 minutes. This was 22 minutes wasted without resolution.

Determined to resolve the issue, I filled out the contact form again. Thankfully, I received another call within two minutes, this time from a consultant named Christopher Oppolis. After clearing security questions again, I explained the situation. Christopher immediately contacted the technical department to investigate. After holding for a while, he returned with an update, having escalated the issue to his supervisor.

Christopher informed me that the camera installation could take place either the next day or Thursday. His understanding and proactive assistance were a relief after such a frustrating experience. He also acknowledged the mistake of charging a pro-rata amount before the package was fully installed, which restored some of my confidence.

While I am thankful for Christopher’s professionalism, this entire experience has been stressful and disappointing. The lack of communication, unhelpful consultants, and inefficiencies in their support system have raised serious concerns about the company’s service quality.

I hope the company improves its processes to ensure that no other customer endures the same frustration. For now, I am grateful that Christopher worked towards resolving the issue, but this situation has left a lasting negative impression.