FG
Faith G
1 reviews | Active since Jun 2016
21 Jun 2016, 23:58
Zero Feedback For 5 months!!!
<p>In January my statement showed I was eligible for a limit increase so I submitted all required documentation on 19 January 2016 to ********** On 22 January, after having received no feedback I called the call centre and they could not find the email so I sent the email again. Since then there has been zero feedback as was promised. Needless to say,one would think customer retention would be at the top of Edcon's list right now.</p>
Helpful (0)
Replies (3)0
Replies (3)
Edgars's replyOfficial
22 Jun 2016, 14:20Thank you for taking the time to share your concerns with us.
Please be advised your query has been escalated to our accounts management team for further assistance regarding the account.
Your reference number is ***/GO. Should you require further assistance please do not hesitate to contact us on ***and quote your reference number.
Kind regards,
Edcon customer experience team,
***
Best regards,
Edgars's reply22 Jun 2016, 14:20
Official
Thank you for taking the time to share your concerns with us.
Please be advised your query has been escalated to our accounts management team for further assistance regarding the account.
Your reference number is ***/GO. Should you require further assistance please do not hesitate to contact us on ***and quote your reference number.
Kind regards,
Edcon customer experience team,
***
Best regards,
Edgars's replyOfficial
22 Jun 2016, 14:21Thank you for taking the time to share your concerns with us.
Please be advised your query has been escalated to our accounts management team for further assistance regarding the account.
Your reference number is ********** 491/GO. Should you require further assistance please do not hesitate to contact us on ***and quote your reference number.
Kind regards,
Edcon customer experience team,
***
Best regards,
Edgars's reply22 Jun 2016, 14:21
Official
Thank you for taking the time to share your concerns with us.
Please be advised your query has been escalated to our accounts management team for further assistance regarding the account.
Your reference number is ********** 491/GO. Should you require further assistance please do not hesitate to contact us on ***and quote your reference number.
Kind regards,
Edcon customer experience team,
***
Best regards,
FG
Faith G's updateReviewer Update
24 Jun 2016, 06:31So after calling the Edcon Team once again on Wednesday, I was helped by a very helpful lady named Jade. She gave me an email to send my documents to,which I did. Then all hell broke loose once again. I called Edcon a total of three times on Wednesday. Second time was to follow up as I had been told to follow up in 30 minutes. This time I was answered and put on hold, then the lady terminated the call after making me hold for 15minutes! I called again and was answered by Gary who told me to resend the email and copy in a line manager R. Hendricks. I did that and still nothing came of it and I was done calling for the day. Yesterday I decided to call again. This time I was answered by Kate. She told me to resend the email yet again! I explained that I sent it yesterday and copied in a line manager R Hendricks. Imagine my surprise when Kate told me R Hendricks does not even work in that department! So why was I given her email address in the first place. Frankly speaking I had had enough of this and asked for Kate's manager. I had mentally resolved to just close the account and save myself the hassle. Kate's manager came on the line and told me he would resolve it. And thankfully he did! After I wasted loads of money in airtime tryting to sort this out. My issue Edcon is where exactly is your customer service? Who reimburses all the money that I have used in airtime over an issue that was clearly incompetence on the part of most of your call center agents? If 5 months is your turnaround time for a simple issue that stands to bring you guys more money in then clearly I would not adbise anyone to open an account with you because it is such a nightmare to get any service. And what is it with agents who think it's okay to make people hold for ages and then just hang up? Clearly Edcon management has not been enforcing any form of standards on their staff. While I'm at it, please tell your cashiers in your branches to work faster. It takes ages to pay for something. Last time I was in the Randburg branch and waited a solid hour yet there were only four people ahead of me. Serious customer service training is needed.
FG
Faith G's update24 Jun 2016, 06:31
Reviewer Update
So after calling the Edcon Team once again on Wednesday, I was helped by a very helpful lady named Jade. She gave me an email to send my documents to,which I did. Then all hell broke loose once again. I called Edcon a total of three times on Wednesday. Second time was to follow up as I had been told to follow up in 30 minutes. This time I was answered and put on hold, then the lady terminated the call after making me hold for 15minutes! I called again and was answered by Gary who told me to resend the email and copy in a line manager R. Hendricks. I did that and still nothing came of it and I was done calling for the day. Yesterday I decided to call again. This time I was answered by Kate. She told me to resend the email yet again! I explained that I sent it yesterday and copied in a line manager R Hendricks. Imagine my surprise when Kate told me R Hendricks does not even work in that department! So why was I given her email address in the first place. Frankly speaking I had had enough of this and asked for Kate's manager. I had mentally resolved to just close the account and save myself the hassle. Kate's manager came on the line and told me he would resolve it. And thankfully he did! After I wasted loads of money in airtime tryting to sort this out. My issue Edcon is where exactly is your customer service? Who reimburses all the money that I have used in airtime over an issue that was clearly incompetence on the part of most of your call center agents? If 5 months is your turnaround time for a simple issue that stands to bring you guys more money in then clearly I would not adbise anyone to open an account with you because it is such a nightmare to get any service. And what is it with agents who think it's okay to make people hold for ages and then just hang up? Clearly Edcon management has not been enforcing any form of standards on their staff. While I'm at it, please tell your cashiers in your branches to work faster. It takes ages to pay for something. Last time I was in the Randburg branch and waited a solid hour yet there were only four people ahead of me. Serious customer service training is needed.