Poor and shocking service from Doves Greyville branch

On the 27/02/2024 l received an sms from Doves requesting me to go to one of their nearest offices and update my information.Since l have been a client with them for quite some time ,l only took my membership card and I D.

I arrived at durban Greyville office at 14h00 pm at the reception.The receptionist told me to join the line and then l was given two documents to either read there or at home,one was faint because they said ink was finished.

At 15h30 my turn came and l went inside the office,l gave the lady my membership card card and showed her the sms.She punched my details and told me that she can't update my details because she needs to access my certificate and that the system was down.

I was very disappointed because l was there for one hour 30 minutes ,but nobody bothered to tell me what requirements are needed or the system is down and therefore they cannot update my information .

She told me to come again some other time but she does not know when the system will be working.l asked to be given something so that when l come next time l can not join the line because it was not my fault, rudely i was told that they don't work like that.

She did not even take my number so that she can alert me when the system is working. I was even denied the opportunity to see the supervisor because l wanted her to address the situation.

When l asked why they don't inform customers what documents are required, or to tell if the system is down inadvance instead of making people wait for nothing ,they seemed not to care. It takes more than l hour to serve one customer and there were only two workers who were doing update,I saw more than 4 people who left without being attended to because they were complaining about the slowness of the whole process and in adequate information given to customers.

I am very disappointed at the poor service and attitude of the 3 staff members l had an encounter with ,l don't even know how long it will take for me to be able to update my information successfully without hiccups. When l joined Doves l provided them will all the information they requested,l don't really understand what is happening.There were talks about Doves clients being moved to another company but that was also not explained to me properly.

This is the worst service I have encountered from a service provider ..I am even scared that when it's time to claim in the event of a death Doves will give this same poor service.