Shocking customer service

Admin is a problem here the process isnl dishonest . The call center agents can't asist you with anything related to your account ,any account related queries are forwarded to thier accounts department. Here's the catch these 2 departments dont communicate with each other and csutomers cannot contact the accounts office directly.

So what typically happens is: 1. You call in, and are greeted by a friendly call center agent, you explain you query and ask for an update

2.They tell you they've have alerted the accounts department, and are awaiting feedback .

3. You explain that it's been a week in my case 2 months . So you ask when can I expect an update

4. They tell you all can we do is email the responsible accounts person and await thier response If they don't respond then sorry

5 You ask how this is acceptable, you request to speak to someone who can give you answer.

6. The call center agent will tell you let me forward your call to the accounts office

7. You are put on hold for 10 minutes and the agent comes back apologises for the long wait and depending on the day you are told sorry noone in the accounts department is answering maybe they are in a meeting, or maybe they are on lunch, or that they knock off 16:00 or that they only come in after 10:00

8. You respond okay so what can I do call back later or what will call me back if so when

9 The agent will reassure that you will get a call back that day

10. You say express you have heard this before and as to speak to a supervisor or manager in that call center

11. You are put on hold again for another 10 minutes and then they drop the call you call back and you start the process all over again.