Disgusting Customer Experience

Good Day

I am writing this review/complaint with disbelief of such a bad customer service I have experienced with Finrite Administrators. My mother of 70 years of age purchased a cell phone at The Fix and took insurance for it. It then became faulty and she submitted a claim for repair. She started this process at the end of June 2019 up until today she has not received her cell phone.

Every time she follows up she is sent from pillar to post. She then I asked me (her daughter) to follow up for her as she does not have money to contact this call centre all the time for vague responses. I contacted them on the 09 Oct 2019 and spoke to Ashlin Oosthuizen who was helpful however could not trace where the cell phone was and transferred me to her Supervisor Justine Dowie who told me that he will check with the store (The Fix Goodwood N1 City) where the phone was purchased and the claim submitted and said I should phone back within an hour and ask to speak to him which I did and he never took the call and siad he was busy walking the floor. I was then told that the phone will be collected from the the store the next day - after 4 months this claim has been submitted.

Today the 14 October 2019 I contacted the call centre again and spoke to a very rude Customer Service Agent (Itumeleng) who told me that I must check with the store myself if the cell phone was collected or not as it is not showing in her system. I asked her to transfer me to Justine Dowie her Supervisor whom she said he is busy walking the floor. I guess that is all they do, walk the floor and run away from their responsibility of assisting clients with queries. I am not sure whether they understand what customer service is.

As a Regional Manager in Service Processing I wonder how they were employed - what s****s and ability did they present in their interviews because clearly they are far from being customer centric. I am so glad I have closed my account with FOSCHINI. I cannot deal with a company that have subsidiaries that DO NOT share same values. I so wish this cell phone is still in the store so that I can take it and close my mother's account with this company that does not RESPECT even Senior Citizens of the country!!!