Disappointing Service

I write to you today as a livid client of DHMS due to the putrid service I have been experiencing.

As a client we pay for a service which we expect to be rendered. However this does not seem to be the case with DHMS. Your company prides itself on the 2 -3 working days turnaround time yet you cannot deliver. The agents at the call center are completely *********** as they can never answer the questions posed at them. Same as the team leader.

I had submitted a claim on the 10th April. I called the same day to check that all was in order. Keeping within the turnaround time I called on the 13th April which is now the third day. And was told by the agent that my claim was in the queue however she would escalate it and she provided me with another reference number, promising to give me any sort of feedback by the end of business that day. Having not heard from her by 4 I called back to check up, assisted by another agent who said that the initial agent will call me by 6 with any sort of feedback as her shift only ended then. However no one ever did get back to me. No email no call. Only for me to now call on Saturday 14th April to be told that my claim had not even been touched and they would now log it as a priority claim but that brings about another 2 -3 working days turn around time. Being a furious client I asked to speak to the head of manager. And i had to wait 10 minutes for him to answer. Remember I am calling you people on my expense. Not being offered to be called back or anything of that sort. The manager answers and responds with "I don't know why your claim had not been touched". So even the manger is *********** and does not know what his agents are doing. He said he would log a complaint and that was the only compensation that I get. As I have to wait for Monday for a response on the claim as the claims department is only open from Monday to Friday. Which I personally feel is ridiculous as Saturday is a working day it is a banking day so they should be able to process claim.

This is totally disgusting service from DHMS. As clients we opt for DHMS because of the criteria that they pride themselves with. But when service like this is rendered then it is quite disappointing.