Treating customers poorly

GEMS’ service levels are frankly laughable compared to other service providers. When you log a complaint, you’re told it will take 7 business days to resolve—an excessive delay when the standard response time across most service providers is 24 to 48 hours. Imagine how long it would take if you were simply making an enquiry or needed general assistance—probably 14 working days or more.

I have lodged a formal complaint with GEMS, yet to date, no feedback has been provided. However, they were incredibly quick to inform me that my account is in arrears. Now, when I ask for clarification and documentation regarding those same arrears, they seem to be dragging their feet. It’s frustrating and unacceptable that GEMS is so swift in issuing charges but incredibly slow in providing any concrete facts or resolutions.

I demand that GEMS address this issue with the urgency and professionalism expected of a reputable service provider.