Poor customer service

I had a very bad experience today at Edgars with their customer service personnels.

I have an excess amount on my account which I sent an email on the 11th March asking for a refund, nothing was communicated back to me, then I sent a follow-up email a week later still, no response was received. I went to the Edgars branch at Maponya mall today and we called customer service as I was told they were the relevant people to speak to. The first consultant referred us to a different department where they couldn't help me. We called again and spoke to a lady who called herself Baja and she told me that she can give me a reference number to start from scratch to do a follow up on my claim. I told her I didn't trust their email system since they didn't respond to the email I was cc'ed on and the one I followed up on and she told me, there's nothing she could do and so I asked to speak to her supervisor, she put me on hold for 15 minutes then hung up on me.

We then called again and spoke to a consultant by the name of Noluthando, she asked for my details, I related the story to her again and she put me on hold for an hour until the phone got disconnected again.