Far the Worst Customer Experience ever!!!

I've had by far the worst customer service experience from Home-Connect Accounts team.

I called in regarding an issue with my account after back and forth emails with accounting. At first I spoke to a patient helpful Representative which I forgot her name, who restored my service while I waited for my bank to investigate the payment issue.

The issue was that they informed me that my account was in arrears for February as I had not made a payment. I have Direct Debit set up with them and on checking my bank statement Home-Connect did not make a Direct deposit for that month or even attempted. They suspended my services as while we were still trying to figure out why they did not deduct the payment from my bank account and also I had a confusion with the January payments which showed on my bank statement that there were two payments made for that month which then I thought was the reason why they did not deduct any funds fro February.

The lady I spoke to explained me what could have happened and that it was their error that they did not deduct the payment for February from my account and restored my service. However, I still had a dispute for the January payments which my bank was investigating.

An hour later my bank called and advised me that from their side it shows that the charge was taken out of my account. I then called Home-Connect again and spoke to "Edlin", who from the on set sounded as if she was not willing to help kept on repeating herself saying that I owed that amount. She got agitated raising her voice telling me that I am not listening to her. I explained my confusion to her that the bank is telling me a different story and asked her if she can make me understand as I do not have experience with accounting hence I called in. I was patient with her and kept my calm even though she was shouting and she kept on getting agitated changing her tone of voice and saying that I was not listening to her. I told her that I am listening to what she was saying but I just needed her to explain so that I can get a better understanding as there was conflicting information with the bank and Home-Connect But she was not taking that raising her voice. I asked if I can get someone else and she said she was the only one in the office as the other lady had gone for lunch. I asked if she can escalate to a Manager or Supervisor and told me that there had all gone home.

This is by far the worst customer experience I have ever had in South Africa let alone in the whole world. I was disappointed that I was treated the way I was for a service that I am paying for and to get treated like trash. I wouldn't recommend anyone to use Home-Connect after this experience, especially if you are an emotional person.