Bad service from a Consultant by the name of Joyce

After receiving an SMS about my account being in arrears following a payment break, I contacted Gomo to explain my situation. I informed Joyce that I would be able to pay my regular instalment at the end of this month, and that I planned to start settling the arrears from the end of October.

Unfortunately, instead of acknowledging my situation or engaging with me in a constructive manner, Joyce showed little interest in what I was saying. I tried to explain that I missed my recent payment due to being involved in a car accident, and that my vehicle is still at the panel beaters. Despite this, Joyce insisted that she could not accept my request unless I submitted supporting documents, and repeatedly stated that she would cut the call when I asked for clarification.

I was very disappointed with her lack of empathy and professionalism. This experience left me feeling that I was being spoken to by a “robot” rather than a person who understood my circumstances. I believe such behaviour does not reflect the service standard I have experienced in my other interactions with Gomo, where consultants have generally been helpful and professional.