Rude Call Centre Agent: Hloniphile Magubane

Good day Trust that this mail finds you well. I have never been disrespected by a call centre agent like I was by Hloniphile Magubane this morning. I called in frustrated regarding my faulty alarm that I have logged a call for since March this year and to date the issue has still not been resolved. My alarms keeps going off when there’s loadshedding and even randomly and armed response is always dispatched to my home. A technician came to my house in March and claimed to have fixed it and to date I’m still experiencing the same issue. I keep informing the armed response team of the issue and they keep advising that they have notified dispatch and the issue is still not resolved. The last armed response guy that came to my house this past Sunday 18 March around 10:10am and even had the audacity to tell dispatch to make a note to ignore my alarm moving forward due to the issue. How in the world does that seem right when I’m a woman living alone is South Africa? Should the priority not be to fix the problem? I then called the call centre after he left via ***at 10:16am and the call lasted for 2 minutes. I don’t remember the guys name but he advised that he has logged a call with the technical team and someone would come to my house the following day to assist. I further informed him to escalate my issue and to make a note that I am not to be charged for all these faulty calls as I had logged a call since March and your team has not resolved the matter since. I called in today to follow up as no-one had come to my house since to assist and my call was routed to Hloniphile Magubane at 11:22am and the call lasted for 12 minutes. She was extremely rude and condescending. I told her exactly what happened on Sunday and she asked for the consultants name, I told her I don’t remember it. I then told her to have the call traced because claimed the consultant **** to me by saying they had logged a call for a technician to come to my house. She then said, the call can’t be traced if I don’t have a name. Which I found odd considering call centres record calls. Also, it’s in the manner that she was saying this to me that made me irate. I then asked for a manager and she came back reiterating that a call can’t be traced without the consultants name with no manager. At this point I was fuming. I then ask her to escalate my issue and to have a manager call me back to resolve my issue. She then tells me I have to send an email. At this point I lost because this has been ongoing since march which means my safety is at risk if my alarm is faulty. I then asked for a reference number for the call and she told there’s no reference numbers for calls and I asked her how the call would be traced. She said with her name, I then asked for her name and surname and she then made a snarky comment and said this is what you should have done, asked for the consultants name and surname so it can be traced and then exclaimed in a Zulu phrase. Is this how ADT trains their consultants to talk to their valued customers. I have had an account with ADT since 2020 and recently had it changed to my personal account. It was previously in Tshepo Chochoe’s name. Is this how you treat customers that have been loyal for years? Not to mention the monthly debit orders that you debit diligently? Despite the sensitity of my case, she tells me I have to wait for a technician on the 26th. Has your company heard of priority or escalation? I thought ADT is meant to give me peace of mind but to date It’s been frustrating. I even informed the lasy that used to call me to test the alarm to log the issue. I asked her a simple question, how can we test a faulty alarm and she too seemed very nonchalant. Do your employees recognize what’s at stake? Do they recognize how security is important in this country? I would like a senior manager to call me to address this matter. As for Hloniphile, she has no business dealing with frontline customers. She clearly lacks the professionalism and empathy to deal with irate customers.

Please arrange her manager Maria Seuqe to call me regarding Hloniphile's conduct and lack of professionalism. Its completely unacceptable and she cannot subject any more customers to her poor attitude. Account number: MOL05894. Please reach me on my mobile ***. Regards, Palesa