1 reviews | Active since Nov 2020
Sopema Funerals' Service Letdown: A Missed Payment, Unresponsive Staff, and Sechaba Manamela's exceptional Customer Service
On December 31, 2024, at approximately 10:35 AM, I was assisted by Sechaba Manamela at the Dube branch reception regarding an issue with a debit order that had not been processed on December 28, 2024, as per the policy agreement, nor on the following Monday. Sechaba consulted with agent Lindiwe Rachel Legodi, who initially opened my policy, but she was unable to provide an explanation for the failure of the debit order. She informed Sechaba that she would contact the finance department for clarification.
After waiting for about 35 minutes in the sitting area, Sechaba informed me that the finance department could not be reached. As a result, I proceeded to make my December payment via the POS machine. Sechaba kindly advised me to follow up on my inquiry in January, but I explained that this would not be feasible due to Sopema Funerals' failure to resolve the issue. Sechaba then committed to providing feedback from the finance department by 12:00 PM on January 3, 2025. On January 2, 2025, at 4:31 PM, Sechaba contacted me to inform me that the finance department had resolved the issue, attributing it to a system error.
It is disappointing that Lindiwe Rachel Legodi did not take responsibility for addressing my inquiry, as she was the representative who enrolled me. Her after-sales support was appalling. However, I would like to express my appreciation for Sechaba Manamela’s exceptional customer service. He went above and beyond to resolve my concern, and his dedication reflects the level of service I expect from Sopema Funerals. He has truly become the face of the company for me.
As Sopema Funeral Services would like to take this opportunity to apologise for making you feel frustrated on behalf of Lindiwe Legodi.
Her after-sales support will be looked into and some factors will have to be taken into consideration for further training in this regard.
After reading your complaint and understanding the nature of the query you are raising, it clearly shows the concern, and appreciation from customers like you. Your valued input will help us to design effective customer service trainings for all our staff.
We are happy that one of our customer services consultants was able to take it upon themselves to rectify and solve the issue, by assisting you and going the extra mile.
We look forward to creating a better customer experience and impression in the future.
As Sopema Funeral Services would like to take this opportunity to apologise for making you feel frustrated on behalf of Lindiwe Legodi.
Her after-sales support will be looked into and some factors will have to be taken into consideration for further training in this regard.
After reading your complaint and understanding the nature of the query you are raising, it clearly shows the concern, and appreciation from customers like you. Your valued input will help us to design effective customer service trainings for all our staff.
We are happy that one of our customer services consultants was able to take it upon themselves to rectify and solve the issue, by assisting you and going the extra mile.
We look forward to creating a better customer experience and impression in the future.