jN
jeremy N
1 reviews | Active since Jun 2016
08 Jun 2016, 09:30
Shocking Service from GLOCELL
<p>I called GLOCELL callcentre today to request my statement. I was told on Monday that statments are sent out on the 7th of the month, so I had to call them as I did not receive it as promised. The first agent I spoke to said she does not know why the statement was not sent out and then she cut the call on me. i called back obviously upset as i waited for 20 min before my call was answered. After waiting for another 20 min the second agent also did not know why the statements were not out. I asked to speak to a Team Leader. She put me on hold. After waiting for 10 minutes on hold, i dialled the call centre on my 2nd line. I spoke to Linda who advsed that all the Team Leaders and managers were in a meeting so i could not speak to anyone of them. Please note that the 2nd agent still had me on hold all this time...Linda then advised she also did not know why the statements were not out and the systems were offline now. i requested a call back from her manager by 11am as this was sufficient time to finish a meeting. So no call yet, no statement yet. The 2nd agent had me on hold for 45 minutes in total and probably would have kept me on hold for more if i did not drop that line. Sow hat was she doing for 45 minutes. Sitting at her desk, having breakfast? No concern that she had a customer on the other line. As a service manager i am disgusted at this experience. i did not choose Glocell as my provider as Altech handed over to them. I had issues with their service too but GLOCELL takes the trophy for the WORST SERVICE EVER. </p>
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Glocell's replyOfficial
15 Jun 2016, 09:17Dear Jeremy,
We sincerely apologise for the experience that you have had with call centre in attempts to resolve your bill request from us. We have notified our Head Office support team of your matter; we assure you that they will be able to assist you with your query with us. We sincerely apologise for the inconvenience that this has caused you as a result of this.
Warm Regards,
GloCell
Best regards,
Glocell's reply15 Jun 2016, 09:17
Official
Dear Jeremy,
We sincerely apologise for the experience that you have had with call centre in attempts to resolve your bill request from us. We have notified our Head Office support team of your matter; we assure you that they will be able to assist you with your query with us. We sincerely apologise for the inconvenience that this has caused you as a result of this.
Warm Regards,
GloCell
Best regards,
jN
jeremy N's updateReviewer Update
08 Jul 2016, 10:16Glocell is the worst Service provider and employ *********** staff that have no clue of what they doing and what service is about. I called again this month to get my statement as I was told last month that it is only available on the 7th of each month. Today I am told it is only available on the 10th of each month. I spoke to Bridgete Myende this morning and she was clueless of what I needed. After requesting to speak to her supervisor she put me on hold for 10 minutes and then cut the call. I did not receive a call back either. I unfortunately had to call the call centre again and speak to another agent who could not help me or know why the statements are delayed again. Glocell website is the WORST ever. i prefer not to speak to call centres and you would think that a website will be the solution. I purchased a data bundle last month and to my suprise I am being billed out of bundle rates. I called over 2 weeks ago and was advised that the systems team will look into it and give me feedback. i was given ticket number ********** . I called to follow up and the agent has no record of this. How convenient. My previous post response said it was addressed, How was this addressed if no one from Glocell bothered to contact me. I WANT SOMEONE TO CALL ME URGENTLY AND SORT OUT MY QUEIRIES AND I WANT SOME SORT OF COMPENSATION FOR MY TIME SPENT WITH A USELESS CALL CENTRE AND MY CALLS MADE.
jN
jeremy N's update08 Jul 2016, 10:16
Reviewer Update
Glocell is the worst Service provider and employ *********** staff that have no clue of what they doing and what service is about. I called again this month to get my statement as I was told last month that it is only available on the 7th of each month. Today I am told it is only available on the 10th of each month. I spoke to Bridgete Myende this morning and she was clueless of what I needed. After requesting to speak to her supervisor she put me on hold for 10 minutes and then cut the call. I did not receive a call back either. I unfortunately had to call the call centre again and speak to another agent who could not help me or know why the statements are delayed again. Glocell website is the WORST ever. i prefer not to speak to call centres and you would think that a website will be the solution. I purchased a data bundle last month and to my suprise I am being billed out of bundle rates. I called over 2 weeks ago and was advised that the systems team will look into it and give me feedback. i was given ticket number ********** . I called to follow up and the agent has no record of this. How convenient. My previous post response said it was addressed, How was this addressed if no one from Glocell bothered to contact me. I WANT SOMEONE TO CALL ME URGENTLY AND SORT OUT MY QUEIRIES AND I WANT SOME SORT OF COMPENSATION FOR MY TIME SPENT WITH A USELESS CALL CENTRE AND MY CALLS MADE.