Data protection contravention

I shared this experience on Clicks Facebook Page, and still no response. Is this how you manage loyal customers? Its disgraceful.

QUERY POSTED TO FACEBOOK. Whilst attempting an online transaction, which failed due to a systems error, it was brought to my attention by a call centre agent, that my Clicks Club Card has another individual linked to my account. An individual who is not related to me in any shape or form.

In the day and age of identity theft, I requested that the matter be escalated to a team manager/leader. The team leader identified herself as Bianca, and promised that she would revert first thing on Monday morning with a resolution as the matter required IT intervention.

Monday came and went, without any follow-up calls from Bianca or anyone else from the Clicks Call Centre. I proceeded to email the customer care address, reiterating my query. I am yet to receive a response to my email.

On Wednesday I rang the call centre again requesting an update; none of the duty call centre staff had any insight into the matter, or whether the query had been resolved. They promised to revert today, Thursday, with definitive insights.

Yet again, by 4pm today, a revert was not forthcoming. I rang the call centre, was put on hold for 10mins. I ended the call out of frustration. I called back, only to be told that the team leader Bianca, who had initially assisted, was off for the weekend and would only be back on Monday and no one else had any insights to offer.

Does Clicks view data protection as a serious matter? I have to wonder how many other customers have mysterious individuals linked to their loyalty card unbeknownst to them.

Considering the severity of the matter, your call centre agents, and management, seem ill-equipped to escalate and resolve such customer queries.

It is almost a week later, and I am yet to receive a phone call, or email revert, from your call centre. It is truly disgraceful and the worse customer service I have received in awhile.

I trust this review will be escalated to management.