Poor service

<p>Good day</p> <p> </p> <p>I have just spoken to one of your Agent: Ntiyiso who was rude over the phone. Initially I gave Ntiyiso the previous call reference number: ********** ********** 0 and requested his assistance. He mentioned to me that there are no notes recorded on the system, I then asked her how do they update the notes of the previous call recording, He mentioned to me that the notes are updated on the same system.</p> <p> </p> <p>I then asked him what would keep an Agent from updating customer notes on the system He then mentioned to me that it depends on how they are queuing on the particular day. He then asked me if I am working for Celc? I responded by advising that I am a customer following up on the query.</p> <p> </p> <p>I then advised Him that I don’t think Celc Agents know what to do and requested to speak to speak to someone senior. He then became ****y and rude by saying that He cannot ask for a Manager before trying to assist me with my query. I then told Him that I don’t trust that Agents can be able to assist with the matter as the query goes way back from November I then mention to him that I just spoken to His colleague by the name of Anele who gave me the reference number on the subject line and prior to that I had spoken to Mfundo who again was told by Anele he did not update the notes as well hence I don’t have faith in Celc Agents.</p> <p> </p> <p>I then requested for Him to call his supervisor again He started being argumentative and kept on interrupting me while trying to explain to Him. I then asked Him if he understand customer service, He then told me He does I then advised him I beg to differ with his own option as half the time He was rudely speaking over me.</p> <p> </p> <p>I then insisted for Him to call the supervisor on the line He argued again that His process doesn’t allow Him to escalate the matter for Urgent Complaint as He insist that He needs to assist me with the matter. I then advised Him that the mere fact that two Agents did not follow the process it is a complaint I want the Manager to assist with.</p> <p> </p> <p>He then requested for me to hold for two minutes of which He did put me on mute for more than ten minutes and came back advise that He had spoken to Anele who had informed Him that the matter have been escalated.</p> <p> </p> <p>I then asked Him that I didn’t request for Him to query on the matter, I only requested for Him to call for His Supervisor. He then mentioned to me that He unfortunately couldn’t find any Manager on the floor of which I found that strange, such a reputable company like CELC operating without a Manager or Supervisor on the floor.</p> <p> </p> <p>I then requested for Him to provide for Complaints department email address of which He advised me He doesn’t have the email address. I find it strange that such reputable company doesn’t have complaints department email address.</p> <p> </p> <p>I urge that action to be taken to correct such bad behaviour and the simple query such as Cancellation be resolved.</p> <p> </p> <p>If this matter is not attended urgently I will take further action taken against Celc and be reimbursed for all debit orders taken from my account without my authorisation.</p> <p> </p> <p>Below is the reference numbers for calls I recently made:</p> <p> </p> <p>***0 799 37 [Spoken to Mfundo]</p> <p>***91 330 [Spoken to Anele]</p> <p> ********** ********** 67 [Spoken to Ntiyiso]</p> <p> </p> <p>Contracts numbers:</p> <p>061 ********** </p> <p>074 ********** </p> <p> </p> <p>Your urgent intervention will be required on the matter.</p> <p> </p>