Worst customer service that lacks knowledge on policies and waste my time

Good day

I received the worst service within twice in a year from MultiChoice indeed we are aware they hold a monopoly however does not make them treat consumers like dogs. I called in inquiring on my account after I made payment for the R99 package due to the bases of going to holiday. I was told to pay an extra R6.10 due to not communicating to them and I have signed it when I joined them. I asked them a simple question to the call center by the name of Craig Maleke to provide me with where did I sign it as it sounded like I am stupid and don't read my policies. He took 8 full mins while I wait on the call to be told that I he doesn't have the document I should go to a branch to read the policy. If I may ask why have a call center function in providing and assisting clients if you ask for details you moved from one pillar to the next?

Could Multi Choice please provide me the terms as clearly over 35 mins speaking to the agent plus the manager I was informed to go the branch. Please could I also be informed what to take to branch, pay centers (Pink n Pay) and call centers as clearly after the call I noticed certain info can only be provided by different parts of the business.

Recommendation: 1. Please do in future train all your centers to be aware of policies and procedures to avoid wasting cost to the client on calls. 2. Could you be clear on the information points on where we need to escalate matters. Unless having issues its unrealistic to expect any client to spend time reading your document the same document that your employees don't seem to know and purely understand. 3. Any billing and liability to the client be clear also miscommunication by your staff on how the client can charge to.

Kind regards,

Victor