Poor training, poor advice, poor access to information and lack of feedback

<p><span style="font-size: 10.5pt; line-height: 115%; font-family: Verdana, sans-serif; color: #555555; background-color: white; background-position: initial; background-repeat: initial;">Yesterday afternoon, at 15:04pm, I received an e-mail from *** to inform that an amount of R400 had been paid to The Wellness Experience. I contacted the call centre as I believed this payment related to a consultation I had conducted in and around the service date on the e-mail. I was concerned that if it related to the same consultation, the practitioner could be benefitted twice (as I had already settled the invoice directly) and secondly, that this invoice amount was not used to fill my self-payment gap. The first consultant I spoke to had no idea how to address my query and transferred me to Nosipho Mtwa. As sweet as she was, she too could not resolve my query, had limited access to the information I was trying to refer her to and provided me with contradictory information throughout. After one hour on the phone, at 16:40, I needed to cut the call short and asked for a direct number for Nosipho to call this morning on. She advised that she does not have one, but took my contact details and undertook to call me by 10:30 this morning. Needless to say, I have not received a call and this query has not been resolved. I would now prefer to be contacted by a more experienced consultant with better access to my portfolio and who is equipped to properly investigate and resolve my query. Unfortunately a company with a solid reputation will not sustain it with ill-equipped, poorly trained employees with limited client-centricity on the frontline.</span></p>