Disgusting Service

<p>On the 4 May 2017, I call Chubb to find out what the process is of changing account details. We are still keeping the contract with the business however the account needs to be deducted off another person. They advised me to ********** <p> </p> <p>I then sent the below email:</p> <p> </p> <p>From: Patrizio Spitalieri [mailto:patrizio.spitalieri@gm ail.com] <br />Sent: 04 May 2017 12:21 PM<br />To: Assist, Chubb UTC CCS<br />Cc: Shay M<br />Subject: [External] Paybee Banking details change - Acc Nr: SPI ********** </p> <p> </p> <p>Hi Chubb Team</p> <p> <br />Please change banking details for the debit order we currently have in place.<br /> <br />Currently, the debit order is going through the following:<br /> <br />Name: Patrizio Spitalieri<br />Contact: ********** 439<br />Bank: FNB<br />Acc Type: Cheque<br />Acc Nr: ********* (Information Hidden)<br /> <br />Please can you change the debit order to go through the following account going forward:</p> <p>Name: Riccardo Paolo Spagni<br />Contact: ********** 636<br />Bank: FNB<br />Acc Type: Cheque<br />Acc Nr: ******XX (Information Hidden)<br /> <br />Regards<br />Patrizio Spitalieri<br /> ********** </p> ********** responded to my email:</p> <p> </p> <p>---------- Forwarded message ----------<br />From: Assist, Chubb UTC CCS ********** />Date: Mon, May 8, 2017 at 9:12 AM<br />Subject: RE: [External] Paybee Banking details change - Acc Nr: SPI ********** <br />To: Patrizio Spitalieri ********** ></p> <p><br />Good morning</p> <p> </p> <p>Kindly send us a confirmation letter from the bank</p> <p> </p> <p>Should you need anything else, please do not hesitate to contact me. Assuring you of our best service and attention at all times.</p> <p> </p> <p>Thomas Mosese</p> <p>National Customer Service Contact Centre Agent</p> <p>Chubb Fire & Security South Africa (Pty) Ltd</p> <p> </p> <p>I sent a confirmation bank letter to Thomas, as per below:</p> <p> </p> <p>Shay M ********** />Attachments May 8</p> <p>to Chubb.Assist, me <br />Hello,</p> <p>Please find confirmation letter from the bank attached for Riccardo Paolo Spagni.</p> <p><br />Regards,<br />Shay</p> <p><br />On May 8, 2017, at 9:34 AM, Patrizio Spitalieri ********** wrote:</p> <p>Hi Shay</p> <p>Would you be able to assist with a confirmation letter from the bank?</p> <p>Regards<br />Pat</p> <p> </p> <p>I did not hear a reply from Chubb, I assumed that the matter was resolved.</p> <p> </p> <p>On 1 June 2017, I was deducted R495. To my sad state, I called Chubb and asked why this was not processed. </p> <p> </p> <p>I called Jane Nkosi and emailed her the email trail between Thomas and I, see below.</p> <p> </p> <p>Patrizio Spitalieri ********** />Jun 5</p> <p>to jane.nkosi</p> <p><br />---------- Forwarded message ----------<br />From: Patrizio Spitalieri ********** />Date: Thu, May 4, 2017 at 12:21 PM<br />Subject: Paybee Banking details change - Acc Nr: SPI ********** <br />To: ********** />Cc: Shay M ********** <p><br />Hi Chubb Team</p> <p>Please change banking details for the debit order we currently have in place.</p> <p>Currently, the debit order is going through the following:</p> <p>Name: Patrizio Spitalieri<br />Contact: ********** 439<br />Bank: FNB<br />Acc Type: Cheque<br />Acc Nr: ********** 5058</p> <p>Please can you change the debit order to go through the following account going forward:</p> <p>Name: Riccardo Paolo Spagni<br />Contact: ********** 636<br />Bank: FNB<br />Acc Type: Cheque<br />Acc Nr: ********** 3430</p> <p>Regards<br />Patrizio Spitalieri<br /> ********** </p> <p> </p> <p>Jane assured me that a sales person would come to the office and assist with a new contract. I received a call later that week from Chubb, a white afrikaans male, advising me that nothing needed to be changed.</p> <p> </p> <p>I call Chubb today, 20 June 2017, to double check that everything was sorted. To my horror, my banking details were still attached. I was furious. </p> <p> </p> <p>I call Chubb, ask to be put to the account department.</p> <p> </p> <p>Had a long discussion with an african male, who argued with me around the issue that It was my fault that this process did not follow through. As I explained myself more fully, he kept on insisting that It was my fault. I got furious with him and asked to speak to his supervisor.</p> <p> </p> <p>I heard the entire conversation he was having with his supervisor, an african lady. Between english and vernacular, I heard him completely misrepresent what I had told him. The Supervisor eventually said she had to leave and couldnt take my call. I was horrified at the disgusting service the entire chubb department were giving me. </p> <p> </p> <p>I held onto that call for an additional 10 min (was originally on the phone with the gent for 10 min previously) and still no one came to dismiss me from the call. I eventually disconnected and am now writing to you, Chubb CEO, to open up a disciplinary enquiry over these individuals who.</p> <p> </p> <p>1. Made a customer disconnect a call with you (call disconnection, call avoidance)</p> <p>2. Misrepresented what I had said completely (dishonesty)</p> <p>3. Not following process, after I had asked for the simple right to speak to a supervisor</p> <p> </p> <p>This is gross misconduct from the agent and supervisors call, who did not want to assist me when I needed their assistance.</p> <p> </p> <p>Expectations:</p> <p> </p> <p>1. Require Chubb to pay a penalty fee for the loss of my time and health</p> <p>2. Require this issue resolved</p> <p> </p> <p>Pat</p> <p> ********** 439</p>