utterly poor service

<p>On the 1st of August I called the Finrite Insurance Administrators call center and like most bad service call centers, I waited for almost 10 minutes before any one attended my call.</p> <p>The consultant I spoke to was Phyllix (spelling could be wrong) and the guy was polite and help me process that my claim on my tablet.</p> <p>I particularly asked him what the next process will be and he explained I further enquired when the device will be picked up, and confirmed within a day or two. I had given all the address details of the pick-up point and added that in the email I sent to him, the signature stamp, has the same details.</p> <p> </p> <p>On Thursday the 4th of August, Phyllix called me to ask for a street name and explained to him that my building is at the waterfront and there aren't street names (mentioned that it’s similar to a business district or an office park.)</p> <p>I further added by giving the name of the company I worked for per my signature stamp and mentioned that when you Google the company name or the address I gave it easily shows up. So the issue that they could pick up my tablet because they needed a street name was void. We ended the conversation and he was to pass on the information to their collections department.</p> <p> </p> <p>This morning, 8 August, I called and spoke to Puleng who was clearly annoyed to be answering calls. Despite her negative tone on the phone I enquired about my claim and to ask when the device will be picked up.</p> <p>I asked her if I should give her my claim number, she said no and requested my ID number.</p> <p>As I was giving to her I could hear that she is really annoyed or half asleep because she was not acknowledging as I was saying my ID number. She then says “confirm your ID number?” I respond by calling my ID number, she keeps quiet and ask for the 3rd time for my ID number. I then say to her, this will be the last time I give you my ID because clearly you are not listening to me. I give her the number and she says you are not in the system.</p> <p>She then requested my name (which I had told her when she picked up the phone), I gave her my full name and surname, and then she asked for it again... in which I said it again. Only now, she finds my account and claim.</p> <p> </p> <p>She tells me they need the street name, I then explain to her what I had told Phyllix on Thursday. She puts on hold to dead silence for almost 3 minutes and comes back to tell me they need street name. I then ask her to please put me through to whoever is arranging deliver in order to understand where the problem is with the address I gave, which is clear. She puts me on hold again and then comes back to ask for my address again and company name and this time she is being cheeky and rude speaking in her mother tongue. I then ask her not to speak to me like that and also not to be rude. She continues talking over me as I try explained that what she is asking had been provided 2 times already and could not understand why I should be giving an address which is already in their records. She blasts off at me and I humbly request to either speak to some other consultant or her manager and she just hanged up.</p> <p> </p> <p>I called again, (another 10 minute wait), then Phyllix answers, and he immediately remember who I was, and I explained the ordeal that had just happened and requested and updated and he said he will follow up and promised to give me a call by 2pm.</p> <p> </p> <p>It’s now 4:10 and call has been received and no email.</p> <p> </p> <p>I really do not understand how a company accept such poor service delivery. It is distasteful!!!</p>