Pathetic Services!!!!

Good Day

I have received the most appauling services from your staff and 3G mobile and unfortunately I have to proceed with loodging the complaint.

The complaint is as follows 1. Complaint against 3G mobile I have booked my device in at Foschini Promenande Mall Mitchells plain with store code 00005. The cellphone device was booked in on 19 Feb 2020. I have received sms from 3G mobile advising the stages in which the repair is in. At no point have I received any sms until the 17 March 2020. The sms reads as follows:

Dear ******** your device quote has been rejected, and is awaiting a payment of R302.63incl VAT. Payment to 3G Mobile,FNB,***,Ref No:*****serial:*******.

I have made a deposit into the said account with the said reference number. (Proof of payment is at your above mentioned branch).

I arrived at the said Foschini store on 18/3/2020 and was assisted by Asud. I have been in store for over 2 hours trying to get hold of 3G mobile. All attempts were unattended to. I requested that the matter be escalated to an area manager, in turn the area manager has not answered any of Asud’s calls. As Asud noticed my frustration he accessed the necessary plat forms which gave a detailed explanation of the matter at hand. 1. The above mentioned sms I received was for the rejections quotation 2. A sms was sent to 3G mobile ( as stated on the system) on the 24/2/2020- this sms was the quotation sms. 3. I have not received this sms as shown on your system. 4. The information on the system failed to explain the reason for payment and what the issue is with the device. 5. It is common sense that a claim cannot be rejected without the client received the complaint 6. As a result of the sms I was under the impression that the device had been rejected and a payment of R 302.63 was due as a result of the sms. I then later found out that this was not the case. However this information is misleading and resulted in 3G being negligent on their end.

I am disgusted by the services of 3G mobile and the service received in store.

I therefor request that the above matter be investigated with a detailed explanation with the actual device fault.

2. Service received from Asud. I arrived at the store around 2 pm. On the 18 March 2020. Asud requested brief information from me which I furnished him with. He placed me on a call with 3g mobile and the call was subsequently dropped after holding the line for a few minutes. Before being placed on the call Asud assured me that 3g mobile is currently the only one who will be able to assist with the query. As the call was dropped Asud was no where to be found. I was informed by a sales consultants that Asud was on luch .

I waited for about 15 minutes before another consultant Astrid assisted me. Astrid then dialed again and I was on hold. I eventually got through to someone on the other end. Confusion arose as my claim could not be found. I then proceeded to read the above sms to the person on the phone. I was advised that I am at the insurance department and my claim is not with them it is with 3g mobile.

As a client I showed Astrid where the correct number was. I am unsure if there was a lack of attention to detail on her end or if she is *********** to identify the correct number. The same routine was repeated with Astrid and all the calls were unanswered by 3g mobile. Eventually Asud returned from his lunch and assisted me further. Asud could then check the system and eventually identify what the issue is as explained above in point form. It saddens me that before Asud’s lunch, 3g mobile could only assist me, however after his lunch he had access to the necessary plat forms!!