EXTREMELY POOR SERVICE

Good day,

I am highly upset on the poor service I have been receiving with regard to my sons ID application.

I app**** for it on the 4th July 2018, and up until today I have had no communication whatsoever (NO SMS, NO CALL).

I have been sending several emails with no feedback from Ruth.

On the 7th November 2018, I received an email from HACC ********** :

Dear Vanessa, Thank you for writing to the Department of Home Affairs Contact Centre. Please accept our sincere apology for the late response on your enquiry. Kindly provide us with your ID and your son`s ID number so we can trace the application. Please do not hesitate to contact us if you need further assistance, reply to this email or call our Contact Centre on ***, or +27 (0) 12 ********** if abroad. Kind regards, Hlayiso Mathebula Case Resolution Clerk Home Affairs Contact Centre I rep**** with the details requested and still no reply.

I called the offices with no response. The Maponya office never answer the landline and Ruth never answer the cell number which is posted on the website. Phone: ********** Mobile: **********

I called the call centre, to which the consultant was very rude when I asked what the delay is. She responded that parents documents is outstanding, which again I asked what documents and she rep**** she does not know. This service is pathetic.

My question will be, if documents of the parents was outstanding why was the application completed on the 4th July 2018.

I WILL NOT ACCEPT THIS SERVICE. THIS IS TOTALLY UNACCEPTABLE

ON THE DAY OF THE APPLICATION, THE CONSULTANT CONFIRMED THAT I WILL RECEIVE AN SMS FOR COLLECTION WHICH I NEVER RECEIVED.

Today, I received the first sms that the application has been cancelled due to no response on communication….WHAT COMMUNICATION????

Funny how they remembered to sms of cancellation and not to collect.

The department will need to re-submit the application as I submitted the documents on the above day which was needed.

Should I don’t get a response from this email, you leave me no choice but to escalate the matter further.

Further more, a post on their Facebook page on ID's that is still not collected...please share some light..HOW WILL PEOPLE KNOW THEIR DOCUMENTS ARE READY FOR COLLECTION? as there is no exact time around time for collection.

They said 3 months, my friend collected her son's ID within 7 days...

so they basically want their clients to go up and down to go check if the application is ready just to be turned back as it is not ready. These are working people, the more we stay out of work, the more we will be jobless which will increase the unemployment rate higher.

Should they need assistance is setting up an outbound campaign, they can gladly employ me and to train their staff on customer service and soft s****s.