Disgruntled Customer

I am writing to you as a very disgruntled customer as none of your customer service consultants have been able to assist with an ongoing billing issue. I have called in numerous times since 22 July 2021 and wanted to find out why my billing for August 2021 has been so high. The first consultant that I spoke to acknowledged the billing was incorrect and told me to only pay in my August billing of R608.00 by the due date and the difference would be reversed. I have made follow up calls since that initial call and spoke to different consultants who all could not explain why there was a shortfall of R829.00 on my account but all assured me that they would escalate the issue and it will be resolved on the days I spoke to the consultants. Fast forward to 17 August 2021, I woke up to my services being disconnected and to my dismay my account now has an amount due of R879.00 which could only mean on top of the shortfall I have also been billed a reconnection fee. I once again called in at 08:27 this morning and spoke to Nonhlanhla who was also not able to explain why there was this amount due. I requested to speak to a manager and was advised none were available as they only start work at 09:00 which I found strange that a call centre would have no senior support and have consultants handle escalations that they are not equipped for judging that no one has been able to assist since I first queried my issue. I was placed on hold when she went to check but never got back to me even though the hold would have not been for more than 60 seconds as per the consultant. I called in again and did not take the consultant’s name and requested to speak to a manager the agent place me on hold for more than 47 minutes and never got back to me as well. Is this how your consultants for a big company as yours are trained? While holding I dialed again because I have all the time in the world and then spoke to Khayakazi Magwa and requested to speak to a manager/ team leader, the consultant told me that the team leader was going into a meeting and there was no one senior on the floor to assist. I feel sorry for Multichoice consultants that they work for a company that does not provide support. She eventually got me a “team leader” who asked me very useless questions and had a condescending undertone Bongani Vena who assisted with the reconnection of the services after I had to scream at him to get this done immediately. I understand that your consultants are not equipped to assist and are only there to answer calls and get paid at the end of each month. The fact that Bongani asked why did I not call in to have the issue sorted and could not provide a detailed explanation why there is a reward billing that was reversed on the account is unacceptable. The call I have made in the last two weeks were pointless as Bongani proceeded to tell me that there were no interactions logged. I would like an apology for all the runaround and also a detailed explanation of the billing error and when all the incorrect amounts that are currently reflecting on the account will be rectified. The fact that I had to scream at Bongani to get my services reconnected shows that your business is not customer-centric at all.