DISGRUNTLED CLIENT

I terminated my lease, and the last day of departure was the 31/10/2024. I then made sure that on the last day I vacated the building and made sure the maintenance does an exit checklist where everything was noted to be in order. The manager advised that I would get my deposit in 14 days, I sent my proof of account to the *** email address and further showed him that it was sent, and this was on the 31/10/2024.

The termination was not registered even though I did it online because I kept on receiving email of outstanding rent (04/11/2024), I followed up and made them aware by email and further attached my proof of account (05/11/2024).

(06/11/2024) - I received an email that reminded me that the process takes 14 working days

(14/11/2024)- I received a call regarding outstanding rent and clarified with the agent who advised he will notify the necessary department because he only works with collection of rent.

20/11/2024 - I sent a reminder email because the 14 days SLA that was communicated to me by the manager both verbally and through email had lapsed and I had not received my deposit. There was a reply for me to send another proof of account, I then resent it.

26/11/2024 - I followed up with my deposit but this time around indicating that I am not happy about the service am receiving whilst I have been patiently waiting for my deposit. I then received a call from *** @09h57 from a gentleman named Khulani whom advised that he would follow up and come back to be regarding the payment because they loaded the payment but there is a separate department for authorization, he advised he will call me back.

I decided to call the number back @13h35 to check on him because the day is about to end, to my surprise, a young lady answered the call and advised he is not there and further asked how she can help me. I explained to her my issue, but she was not very helpful nor accommodative to a customers who has found displeasure regarding the service he was getting, she just told me that they do not deal with payment and that I should wait for Khulani, this is when I got irate because if that was the case, he should have just asked me to wait for him to call me back because that is what I asked for at the beginning of the call. She was very rude; she did not want to give me her name and I don't understand how a company that's big as Live Easy is can employ a person that is not sympathetic when they know that the bulk of their clients are customers, and they deal with money and rendering services. She lacks compassion, she lacks customer service, she should not be employed in a field that requires an agent to de-escalate an issue rather than adding on the issue and as well as threatening client that they will drop the call, and I can wait for the person that I want to talk when they arrive. I will be further writing to the ombudsman's regarding the deposit as well the lady who is rude to customers when they want to be assisted with their deposit.

REGARDS GAOPALELWE MOCUMI ***