Pathetic service from Edgars Call Centre

I am writing this complaint to Edgars in regard to the horrible pathetic and disgusting service that was provided by their call centre on the contact number ********** .

I honestly feel that some people are really just not competent in their work and really do not have any idea as to what customer service is.

The 4 main people that I would like to name who I received no help from at all is : Joyce Phothlo Thandi Tibane Sandile Mabaso Keneilwe Mosokeng

I contacted Keneilwe Mosokeng on the 27th October 2018 at 14:00 in regard to my below query and she rudely advised me that the query department does not work on a Saturday and she will take my details down and contact me back on Monday. I was not happy with that and requested to speak to a manager and she blatantly told me that she is the manager and she will send a query through and someone will contact me. I am still awaiting that call.

I called on the above number to speak to a lady by the name of Verona Alli who is apparently the manager in the collections department who I spoke to on Saturday the 27th Oct 2018 in regard to amounts being deducted from my account for some Mobile Content for R24.99 that I did not sign up for. My account went into an arrears and nobody had the decency to contact me or notify me. I dont receive any emails or sms''s at all. I requested for her to log a query to have this cancelled and amounts deducted should be reimbursed to me. I was told she will provide feedback to me by latest Tuesday and till date I have received no feedback from anyone.

I constantly needed to follow-up with Edgars to confirm how far they were with my query and I continuously get told that they are busy with my query and someone will contact me, and till now no joy from that.

I finally spoke to a lady by the name of Caroline Moloi who had advised me that I will get a call from someone on Thursday or Friday and I will just have to await that feedback, HOPEFULLY. The reference number that she has provided to me is ********** 812780.

So when trying to get hold of Verona Alli on the number ********** I got through to an extremely rude lady by the name of Joyce Phothlo who apparently advised that Verona works in the Durban officers and not the Johannesburg offices, which I than asked her if she would transfer me to the Durban offices or provide me with their direct contact number. As she was not really willing to assist, she said I should call back on the above mentioned number again and asked to be transferred to the Durban Officers. Which honestly does not make sense because I will come to the very same call centre again and then be told the same thing. She advised me that the Durban office does not use a different number, they use the same above number and should just continuously try and call back eveytime and HOPEFULLY I will get the Durban office.

She than mysteriously found a number for the Durban Office ********** which does not work.

I requested to speak to her manager or superior who's name is Sandile Mabaso who I waited to speak to for 45 mins, while being put on hold and listening to annoying music,while my airtime is getting finished. Joyce did not even engage with me as the client for 20 mins while holding on for the Supervisor. I really wonder if that call centre has any idea what is an SLA, customer engagement or Quality Assurance.

While extremely irritated and annoyed waiting for the supervisor for over 45 minutes I mysterious get cut off by Joyce.

I than called back and waited for a further 20 minutes to get hold of someone, I than speak to a rude no care attitude person by the name of Thandi Tibane who believes that she should speak over clients and not listen at all.

These are major s****s that a call centre agent should possess or if not, they are clearly in the wrong career path.

I than request to speak to Joyce or Sandile and she put me on hold once again for another 5 mins. Finally Joyce came to the phone and said Sandile who supposed to be the Supervisor is still busy, so I than requested to still hold.

10mins later Thandi comes back on the line and advises that everyone has left to go home for the day and she is the only person left in the entire Edgar's Call Center and I should call back tomorrow and rudely cuts the call.

Sandile who is supposedly a Supervisor just left the office knowing that I was holding on to speak to him. I would just like to advise that those are not qualities of a supervisor and management should honestly reconsider that position or title of his.

I really need this issue to be resolved urgently, alternatively I will have to take other extreme measures.

Edgars should honestly provide better training to their staff as they are extremely ***********.

My request is that somebody please contact me after 17:30 and refund my money that has been deducted all this time and close my account with the worst retail company ever 'Edgars'.