Extremely poor communication and no accountability

I have had an extremely frustrating experience trying to get a simple Power Up added to my vehicle plan.

I initially contacted Raymond Kwinda on 3 August to request assistance. After receiving no response, I followed up again on 18 August and escalated the matter to Colin Du Preez.

Colin did respond and said he would have the matter attended to immediately. However, despite that, I still received no meaningful follow-up or resolution.

What makes the experience even worse is the company's lack of direct access to its Sales department. There is no clear way to speak directly to Sales. When you call the call centre, you are referred to Customer Care, who are actually honest enough to tell you that someone will call you back, but they cannot tell you when.

That is a major problem. A customer should not have to repeatedly call a company just to find out when someone might eventually contact them.

My experience has been that there is simply no urgency or accountability when it comes to responding to customers. I requested this at the beginning of August, followed up repeatedly, escalated it, and was still left waiting.

There was also a separate and concerning issue where a consultant sent me an attachment containing another customer's personal information. I raised this immediately, yet the overall communication around my request remained extremely poor.

Raymond Kwinda, in particular, has been extremely disappointing in terms of communication and follow-through. Colin Du Preez did at least acknowledge my escalation, but unfortunately the matter still wasn't resolved.

A straightforward customer request should not take almost an entire month and multiple follow-ups.

I hope the company reviews how its Sales and Customer Care departments handle customer enquiries, because the current process leaves customers chasing the company for answers with no clear timeframe or accountability.