Shambolic Call Centre and Process

I attempted to return an iPhone in exchange for a different model after activating the iPhone benefit on my app. Before returning this unused phone, I called discovery to find out the process, I was told that I can exchange the phone and top up the difference. When I get to the iStore, I’m told there’s no such process and the entire transaction has to reversed and I had to leave the phone there. Whilst the phone has been returned, I am charged internet by discovery on my credit card.

Not only did I have to call several times to find out and confirm if discovery’s processed this reversal, I would be transferred between departments constantly having to repeat my reason for the call and my reason for being transferred. When that doesn’t happen, the call is dropped on me. Infuriating and shambles

After days and days, I still have this item reflecting on my app and I still cannot proceed with the device exchange that I was supposed to do in the first place. One agent told me he’d transfer me to a department even though he doesn’t know if anyone from that department would be working and available to accept the transfer to assist. I asked how does he not know if his colleagues are working or not, he said that they’re separate departments. Shambles!

1. Don’t tell customers one thing whilst your affiliate service provider does something else. It’s lying on your part.

2. Don’t tell customers you’re going to do something and not do it. If you still haven’t done it, don’t wait for your customers to call you. You’re a digital bank. If your customers have to call you for basic updates, you ought to be embarrassed.

I’ve probably spent hundred of rands on this process already. It’s a shame