Shocking service!

21/12/2018 – called your call centre and spoke with Chardannay and Saadiqa Isaacs to cancel and request for a refund Saadiqa Isaacs advised that it normally takes 8 weeks to refund, however due to the urgency required she will ensure the refund is processed and in my bank account 3 to 4 working days 28/12/2018 – I called again to confirm refund payment, Saadiqa Isaacs confirmed that she has sent the request to the refunds Team and they have confirmed payment will reflect latest 3 Jan 2019 3/01/2019 – no payment reflected in my bank account and I call the call centre and spoke with Lakin Deurwinkel, and this is where the service started to become problematic 3/01/2019 – I explained to Lakin Deurwinkel that the payment as per Saadiqa Isaacs was supposed to be reflecting, she struggled to address the issue and started to personalise issues. I tried speaking with her at least for an hour (call at 10:50 am) 3/01/2019 – In an attempt to assist her, I requested her to engage the refunds departement to test whether the initial refund request was done. Even that did not help as she insisted to start the process from scratch, totally oblivious that it will affect the initial timelines in resolving the matter 3/01/2019 – I request to speak with Lakin Deurwinkel’s collegue, and Cathy Pietersen takes the call. Very rude, condescending, belligerent. I request to speak to a manager and she advise he’s in a meeting and cannot be disturbed. I request for the Manager’s details, snd I’m given Astrid Letlos (Customer Care Manager who’s on annual leave and Eben Debbes standing in and he’s the one in a meeting). I instist to speak to the stand-in Manager, and I’m advised he cannot come to the phone as he’s busy in a meeting. I request that they advise him that a customer would like to speak with him, and I’m told he cannot be disturbed until the meeting is over. I then insist to hold and allow hime to finish his meeting that’s more important than the customer. She dropps the phone on my ear while giving her the background and context. She makes no attempt to call me back by asking Lakin Deurwinkel for my contact details. 3/01/2019 – I once again call the call centre and Maya answers the phone, she becomes overly fami**** with me as a customer and calls me by my first name, including speaking in vernecular, I guess assuming I understood what she was saying without getting any approval from me. She refuses to give me her surname, and after insisting to speak to the stand-in manager I’m make to wait an hour on the phone. She comes back and advise that she has been told to drop the phone, and indeed she drops the phone 3/01/2018 – no one calls from Kulula, including the stand-in Manager (Eben Debbes). My issue hangs! 4/01/2019 – I called in attempt to speak with Cathy Pietersen, and she refused to come to the phone, and the Agent refused to give me her name in order to include as part of this email. Essentially, I’m unable to engage the Kulula call centre staff.