Horrific customer service experience with Homechoice

<p>Being a customer service agent myself, I understand the contact centre environment and how valued customers really are.</p> <p>I had been in arrears with my Homechoice account and on the 28 February 2017 made the required payment. I went for a loan only to find out that <br />the payment is not reflecting and has left my credit record in the red. I then proceeded by calling homechoice contact centre on the 29.03.2017 <br />and was advised that the payment was not yet reflecting. I had been advised that they would log a query and I would be contacted within 24/48 <br />hours.<br />Today the 31.03.2017 I called in as I had not received any feedback regarding the query logged on 29.03.2017. I spoke to agent called Beauty and <br />she advised that the query had been logged and that I would be contacted soon. As I had been advised about this before, with no correspondence, I <br />felt as I had lost my faith in the Hoicechoice system as no one had at least taken the time to contact me with an update on my query. I then <br />requested to speak to a floor manager. I was told there was no manager available and that they had all gone for breakfast. I told her (Beauty) <br />that I know there should always be a manager on the floor, being a call centre agent myself, and if not they will put someone in charge just in <br />case a customer requests to speak to a manager.</p> <p>The advisor started shouting at me and told me, I quote " I told you there is no managers on the floor what do you want me to do if there is no <br />one!!!" I told the advisor that she needs to calm down as I was not shouting at her, I was speaking very calming even after she continued shouting <br />at me..... She then put the phone down, didn't bother placing me on hold or advising me that she would attempt to get someone to take over the <br />call. In the background I could hear her shouting at her colleagues, as to my rightful request to speak to a floor manager, she said " THIS LADY <br />IS ASKING FOR A MANAGER AND I TOLD HER THERE IS NO MANAGERS SHE DON'T WANT TO LISTEN TO ME SO WHAT MUST I DO?". I feel her tone was unacceptable <br />and atrocious to a rightful request to being a customer and requesting a manager when clearly Homechoice had a failure to deliver a mandatory <br />service.</p> <p>The agent then transferred the call to Firdous in the back office team, Firdous apologised for the agent's behaviour and provided me with the <br />customer service that should be provided to every single customer.</p> <p>The apology still does not make it ok for me to be treated in this manner. My day was spoiled as I never give call center agents grief as I <br />understand how tough a call center agent's life can be, especially with angry, rude and disrespectful customers.</p> <p>I would like the agent responsible to be dealt in the correct manner, she clearly does not know how to deal with customers which makes the <br />customer service field inappropriate for her.<br />I expect an apology from the Homechoice crew and my query sorted out as soon as possible for the atrocious service I had received when all I had <br />wanted was to have my query sorted. I would like a formal complaint logged to Homechoice for negatively affecting my credit record when clearly <br />the fault lies with them. I feel ashamed to call myself a contact centre agent for the treatment that I had received from Homechoice and Beauty, <br />the whole incident leaves a nauseating taste in my mouth and I sincerely hope the agent (Beauty) gets dealt with as no customer should have to <br />experience the pathetic service that I have.</p> <p>- Octavia Lindt #DisgustedCustomer #NoFaithInHomeChoice</p> <p> </p>