Poor Client Service

Reference No: BIJOE0006

I have been trying to get this lady (Anelisa Simani) to get back to me regarding a switch from Herotel to the IGen division to no avail.

I have sent several emails and requests without no response or reply.

On Friday the 7th of July I managed to get in touch with Anne who promised to submit cancellation request letters to me the same day via email which I then have to submit to the nearest branch. She was also supposed to email me the new relevant documentation to switch over to IGEN which also did not happen.

Today I called the office PE and was transferred to a rude woman who ended up dropping the call on me as she said "I cannot get into the system".

It seems it is a cultural behavioral patter at Hereotel to treat clients as if they are dirt or don't exist. The lack of customer service is apparent and so is the attitude.

Today after the call I immediately received an email from the accounts department threatening to suspend the service if I don't pay R100.00 which is due.

I was informed to provide proof of payment as it seems Hereotel does not have the capacity to reconcile accounts and income vs expenditures within their organization.

Odd that the accounts department is extremely diligent in their approach to collect a R100.00 which was not accounted for as we pay said amount as per the contract of R699.00 per month.

Not sure if we will be continuing with this month to month service as this is NOT the service one would expect from a Customer Service orientated industry.

We have not even been a client of theirs for 6 months and this is the attitude that goes with their culture of this entity.

Shocking service to say the least.