Doves, the worst service imaginable during the most distressing time!!!!

7th May

At approximately 4am, Life New Kensington Clinic, at my request, called Doves (I requested Edenvale branch as we live in Edenvale). I was told that my partner would be transferred to Newtown.

In the morning I called Edenvale to book an appointment – it was arranged for 10am today (Monday 9 May).

9th May

Newtown called me this morning to arrange an appointment – I confirmed I had already reached out to Edenvale.

After approximately 5 minutes with your representative at the Edenvale branch we walked out. In disgust. I have never in my entire life come across someone so unprofessional, uncaring and unprepared.

We walked around the corner to Avbob and received the kind of service I would expect.

After making calls Avbob established that my partner had been taken to Roodepoort. No one was able to tell us why my partner was taking to Roodepoort.

Avbob were told that to release my parter to Avbob’s care I would be required to pay R3000 or R3500 (if the passing had been registered). Also the instruction was to pay cash.

I followed up with a call and said I would be paying by EFT and it was confirmed that would be ok.

Upon arriving in Roodepoort, I was told cash only. How is cash the only means of payment – that is unacceptable. It was confirmed that my partner's passing had not been registered. Cash payment of R3000 was actioned.

After leaving I received a call from Roodepoort, according to the Regional Manager I had been misquoted as the transfer was out of office hours. I requested a call from the Regional Manager but have not received a call as yet.

15th August

I called Doves Call Centre, referencing my complaint reference number. I was told that my complaint would be escalated and that I would receive an email response. I confirmed an email was not appropriate. I wanted a call to discuss.

I have not had the courtesy of a call.

Doves, you should be ashamed. You made my situation that much more distressing. When I should have received comfort and support I got the worst service imaginable.