Horrific Service

I understand that customer service can be challenging, but I expect a higher level of professionalism and efficiency from Multichoice. As a loyal client who has always appreciated your services, this experience was disappointing and frustrating. I'm not sure if I'm expecting too much, but for a person who has worked in a contact center, I'm shocked by how you service your clients. When I asked ex-employees of the organization, I was more shocked that you don't even have a QA (quality assurance) department. How do you know if your clients are happy? I don't have time to rate the call when I'm already annoyed at the service I am getting and also want my money back. Unfortunately, my experience was far from satisfactory due to several reasons: I was told to wait for 7–14 business days, but I called yesterday, the 23rd of July, and to my surprise, my refund is still "pending" now, after having to send my documents and calling to make sure they were received and being told they're still "pending," what was the point for me to call again and follow up and check if all is in order? Poor Communication: Throughout the call, there were instances of poor communication and a lack of professionalism. The representative did not maintain a respectful tone and seemed unbothered when I asked questions. Below are the agents I spoke to: Fikile Nkabini, Emihle, and Busisiwe.

Multichoice I'm really disappointed in this, and if you have a backlog in your departments, why not inform your clients? Or is the organization not client-centric? Do you not put your clients first? You guys have lost the plot in your "people" part, and not having a way to monitor calls is something else, as you'll always be dealing with complaints rather than being proactive and listening to calls to hear the service that is being given.