POOR CUSTOMER SERVICE -DURBAN CALL CENTRE

UNABLE TO UPGRADE POLICY FIRSTLY THE DISCOVERY SITE IS VERY UNINFORMATIVE WHEN IT COMES TO GETTING INFORMATION REGARDING UPGRADING YOUR POLICY, THEREFORE I WAS FORCED TO CALL THE CALL CENTRE, AS IT SOMETIMES TAKES A LONG TIME TO GET ANYTHING DONE. TODAY WAS A TRUE TESTAMENT TO HOW BAD IT IS TO CALL THE CALL CENTRE IF YOU NEED ASSISTANCE WITH SOMETHING AS SIMPLE AS GIVING INFORMATION LIKE WHAT THE LEVEL UP IS ON THE CURRENT PLAN THAT I AM ON. MY SON HAS TYPE 1 DIABETES AND OUR SPECIALIST ADVISED THAT WE SHOULD MOVE ONE POLICY UP IN ORDER TO GET THE LIBRE SENSORS FOR MY SON. THAT SHOULD BE A VERY SIMPLE ENQUIRY, DEFINITELY NOT SO. I SPOKE TO A CONSULTANT IN CUSTOMER SERVICE THAT NEEDED TO TRANSFER ME TOO SOMEONE IN CHRONIC (THATS UNDERSTANABLE) THEN THE LADY IN CHRONIC SAID SHE KNOWS THAT THEY CAN COVER AN AMOUNT WHICH IS NOT COVERED BY MY CURRENT PLAN BUT SHE WILL TRANSFER ME TOO SOMEONE IN A DIFFERENT DEPARTMENT THAT SPECIALISES WITH THE POLICIES. I WAS THEN PICKED UP BY LINDO IN THE DURBAN DISCOVERY CALL CENTRE, WHEN I EXPLAINED WHAT I NEEDED ASSISTANCE WITH SHE WAS QUICK TO WANT TO TRANSFER ME BACK TO CHRONIC, I CONFIRMED THAT IT WAS CHRONIC THAT SENT ME TOO HER AND THAT SHE JUST NEEDS TO TELL ME WHAT THE LEVEL UP FROM MY CURRENT POLICY, BUT SHE INSISTED THAT SHE NEEDS TO SEND ME BACK TO CHRONIC, BEAR IN MIND I HAVE BEEN ON CALL FOR 17 MINUTES ALREADY, SO I REQUESTED THAT SHE PUTS THE SUPERVISOR ON BECAUSE I CANT BE TOSSED AROUND IN THIS MANNER, TO WHICH SHE RESPONDED WHAT DO I NEED TO SPEAK TO TEH SUPERVISOR FOR? MY QUESTION TO HER WAS HOW AM I AM BEING TRANSFERED TO CHRONIC BUT YOU DONT KNOW WHAT I AM CALLING FOR? I ASKED WHAT THE SUPERVISORS NAME IS AND SHE CONFIRMED, ZANELE AND THAT IS ALL THE INFO THAT SHE CAN SHARE. I WAS PUT ON HOLD FOR A GOOD COUPLE OF MINUTES AND TEHREAFTER LINDO CAME BACK ON ONLY TO CONFIRM THAT ZANELE WILL CALL ME BACK AFTER AN HOUR AND A HALF, AT WHICH POINT I JUST HUNG UP BECAUSE IT WOULDNT HAVE BEEN FAIR TO SHARE MY RESPONSE WITH ANYONE AT THAT POINT. MY QUESTION IS WHY IS IT SO DIFFICULT TO GET SUCH SIMPLE INFORMATION, IT USED TO BE SO EASY TO GO ONTO THE WEBSITE AND YOU COULD CLEARLY SEE THE DIFFERENT PLANS, AND IT WOULD CLEARLY ILLUSTRATE THE LEVEL UP. SECONDLY WHY IS IT SO HARD TO GET ASSISTANCE AT TEH CALL CENTRE FOR SOMETHING THAT SIMPLE, THE CONSULTANTS AT DURBAN BRANCH SEM VERY EAGER TO PUSH YOU SOMEONE ELSE? I HAVE HAD MANY GOOD EXPERIENCES WITH TEH JHG AND PE CALL CENTRES, WHEREBY THEY WOULD HANG UP AND GO AND GET THE INFO YOU REQUIRE AND CALL YOU BACK AND PROVIDE YOU WITH TEH INFO AND GET SOMEONE ELSE TO ASSIST YOU. THIS CANT BE HOW A CUSTOMER SHOULD STRUGGLE WITH SOMETHING AS SIMPLE AS THIS.