Unpleasant customer service

I contacted Multichoice customer care last night around 8:20 and I spoke to a lady by the name of Vuyokazi based in Eastern Cape.

My query was regarding a payment made yet my account was still locked.

The lady asked me to send the POP while she was on the line, which I did. She then placed me on hold for about 15-20 minutes or more. Upon her return I was really furious and she mentioned that she had a system issue and there was no one to assist her.

I asked if the call centre’s processes allows to customer’s to be placed on hold for that long? She said NO ! Yet she did it !

I asked her to give me her Team leader’s email address, she stated that her TL does not have an email address, the only email address that multi choice has is the POP one, which honestly did not make sense yet I let it go because I have been in that call for over 50 minutes just to get my service reinstated.

She said her TL’s name is Masixile, team name is MK.

I made the call from +27 (60) *** to the ***.

I would appreciate feedback as to what happened last night.

You may contact me on ***