Pathetic Services - see this kind of service a customer receives

Pathetic Services - see this kind of service a customer receives

01/02/2020

1. Smangele - called in to sort out my package, i get put on hold for 23minutes and she then dropped the line without assisting.

2. Zanele - Dstv - same as the above, 39minutes until i had to drop the line

3. Siwenza - called in asked to speak to a manager, was advised the manager is listening to calls and cannot come to the phone she is not sure where is the manager... Further to that held on the line for 26 minutes before speaking to Stephany- Team leader, all she could say was sorry and do her job half way... Services reconnected half way.

02/02/2020 Shonice - dont know what she was doing, keep on asking the same question over and over whereas i had given her the information to sort out the problem... I asked her to call me back and was told we dont call customers back. Problem still not resolved.

03/02/2020 Called in spoke to a lady didnt catch her name - put me on hold for about 12minutes and did not assist. Eventually i had to drop the call as my airtime was being wasted.

Andiswa - called in an had to go through security again... Problem solved - hopefully yet to check.

After wasting my airtime on the previous calls coz one person could not simply understand a customer or do what they supposed to do.

According to one of the agents - as i quote "We not allowed to keep customers on hold for so long" but how does the previous consultant keep me on hold for 23minutes and then drop the call. Another agent puts you on hold for 39minutes, how do you put the customer on hold, don't even check in with the customer and says she is going to get the managers details but does not get the details instead keeps quiet. i said hello many times no attention was given. What kind of service is this?

I am calling with my airtime who is going to reimburse me with that? Further to that your consultant don’t have manager details on hand how is that possible? There should be at least a team leader or someone on duty.

Customer obviously use services convenient to them such as the app, internet, whatsapp which is useless... but when your services are down how is a customer expected to manage their packages or services? if they don't have airtime to call how should they then transact or manage their services?

Are your agents actually equipped to deal customers matters? I would like to know what will be done to rectify this as this is poor of the poorest service i have ever received.