Feedback - Meant to Send this in March Already

<p>Dear Management.</p> <p><br />On 23rd Feb I had pressed the vending machine for Coke, it stated R8, I slotted R8 and got the Coke, I<br />then pressed crème soda button and the display read R7, I then slotted in R7 and my drink never came<br />out. I slighted bang the vending thinking it is trapped but the display ready nothing to indicate that<br />there is an amount owing or short nor refunded.<br />Nonetheless, I took liberty to call the number on the Vending Machine(Machine Number 880175) sticker<br />(Telephone number ********** 224). I called and stated my case with the lady who helped me and<br />explained everything to her. She then advised me that there is a representative in the area who will<br />attend to my query within the next 24 – 48 hours and will refund me the R7. I mentioned that the<br />machine took money without giving the cold drink. She then advised that my reference number for the<br />query is ********** 29. She further more explained that she has sent the representative an email and will<br />contact me on the mobile number I provided which are ********** 436. Please listen to the whole<br />conversation on your recorded devices; you will hear what I am talking about also when the lady I spoke<br />to said to me that there can’t issue me the cold drink, it will have to be a refund and I will buy the cold<br />drink all over again.<br />On Tuesday 1st March, I called the same number ********** 224 and spoke to a gentleman whom I<br />explained thoroughly that it is been a week since I have been waiting and that I need to know the status<br />of the query and eagerly wanting to know why it has not been resolved since I was told it will take 48<br />hours to resolve. The gentleman I spoke to was very rude, insisted that he can see that an email was<br />sent to the representative who will then in turn refund me the amount. The gentleman and me where<br />not coming to an agreement and he asked me to hold while he tries to help me, he then put me on hold<br />for a long 10 minutes and counting after I asked him how long is my query pending and if he can see it<br />has been a week since I am waiting for feedback, he could not answer me and when he put me on hold,<br />he was ONLY checking when I submitted/called for my query and I could not take the silence anymore<br />and hang up and called again. Mind you, he was very rude, asked him what the policy is on this matter,<br />he really is the main fault I am even writing this complaint now as I feel he could have handled this<br />situation better and calmed my situation, something that he completely is *********** about. He is<br />putting your call centre through shame, this is my personal opinion.<br />After I called back immediately on the same number ********** 224, furious as I was, I asked the lady who<br />answered that someone just put me on hold forever and it was definitely deliberate. She then tried to<br />assist me and I asked her to please put me in line with a manager or supervisor in charge of the shift.<br />She then transferred me to Portia whom agreed that the amount of R7 was supposed to be refunded<br />and that an email has been sent for the representative to refund me my R7 and that the question I<br />asked the male of “when did I submit my request” Portia answered it immediately when I asked her, so<br />it shows the male was just deliberately putting me on hold and being evil. I relaxed further when she<br />assured me that she will call me back in the next 15 minutes. It has been 2 days since she promised to<br />call when I took the liberty to call back on the same number ********** 224 and spoke to a lady by the<br />name of Zanele. This was today, 3rd March 2016, at roughly 2pm. She explained a totally different story<br />to me, I gave her my reference number ********** 29, she confirmed that this is the 9 digit number and<br />she could see that query that I am referring to, she then said the processed followed was incorrect and<br />that the procedure should be A, B and C. I was not interested in what she said because I argued how I<br />can call the 1st time, 2nd time and now I am being told that it was done incorrectly. I told her nicely that I<br />will find other means to complain since I am not being helped and being sent from pillar to post for my<br />R7.<br />In conclusion, I really feel such a strong brand of ABI and a call centre with the total opposite values are<br />in clashes. How can a servicing call centre be so rude, unapologetic and no clear stories nor<br />commitment to deadlines and promised made not flourish? I expected at least a response from the so<br />called representative who in both instances was going to call me and for Portia to have called me back<br />by now. Your call centre is ineffective that it can’t resolve a R7 query for more than a week now. Please<br />could you escalate to whoever possible to assist me in my R7, it may be nothing for ABI but it is a<br />refreshment amount to me and in addition, which I know will never happen, an apology from the male<br />who intentionally put me on hold forever, if he does not want to work he must just say so and stop<br />being childish. Please could you listen to the recordings before following up with this query, you will<br />hear everything is evident in what I have provided above.<br />Regards<br />Tshepo Phala<br /> ********** 912</p>