Uselessness

Uselessness of new proportions

Please note on the 6th of July 2022 I contacted offices on my mothers behalf and gotten cut off almost 3 times before i reached an Agent - Cohen Sauls whom i advised i required to be refunded the credit which was available as the account was overpaid in error due to your system not being updated when the second amount was paid.

Cohen Sauls assured me that the request was processed and the amount due would reflect in a few days.

I made a further call to your offices a few days later and was advised that payment would be processed within a period of 7 to 14 days.

Today is the end of 14 days and I have contacted your offices again only to be told for the first time that I need to submit my ID and Proof of Bank account to enable you to make the payment.

The agent I spoke to today has a hearing deficiency I had to repeat myself, transfers me to another lady who now asks for a PDF copy of ID like it's 1920 and cannot see the required information from a photo of the ID which was requested inconveniencing me further and for he first time after almost a month of dealing and contacting them they ask for proof of payment ???? When I was in possession of it they never requested it never mentioned it would be required only weeks later now want me to go 30kms to go ask the store I paid at to pull up proof of payment from almost a month ago? Why don't they request it from their partners whom they have entrusted with collecting their money on their behalf?

Absolutely ridiculous service. They can confirm they see a credit but still want proof of payment or they will reject the request for a refund I was told. Is this not the epitome of stupidity?

Note further that the level of incompetence of your staff is astounding and truly shocking, pretending to have customer care but going out of their way to inconvenience people just so that they can get to the end of the day, to the end of the month get paid and go home. No real effort to ensure that they do their jobs properly.

Customer care is not just being sweet on the phone, its ensuring that you've made every effort not to unnecessarily inconvenience your clients as you have done to me and my mother.

I'm not willing to wait a further 14 days as this has dragged on unnecessarily long already and by no fault of my own. I have done everything requested. Your failure to train your staff adequately is not my problem.

An utter and complete failure to train their staff and it becomes customers problems. Surely cancellation is required. Many other service providers giving us good content and not consistent repeats.