Retentions department

Good day,

Can someone please advise me how long the backlog in the retention department is still going to last?

I called in at 12pm on 2 July 2019 for an upgrade and was told I would get a call back within the next 2 hours as they needed to do a credit check.

I then called later the afternoon at 4pm after no call back and was told there is a backlog and I would get a call back from the agent as soon as there is feedback available the guy I spoke to mentioned the previous consultant busy with my upgrade is named 'Tebogo' and I should wait for him to call.

I called again on the 3rd of July and was told he is not at his desk bu the consultant will send him an email to contact me.....

I called again on the 4th of July after more than 48 hours, was told that 'Tebogo' us attending to my case by 'Sipho' and that I do not have to call again as I will recieve feedback.

More than 72 hours / 3 days has now passed and I have not has a single call or SMS not even a courtesy call to say that he is attending to my case or he did receive the messages or he was out of the office... I mean what kind of business are you guys running? Is there perhaps a need for client services training?

Can one of your consultants please take 5 minutes of your time to tell me what's happening?

Thank you Leshay