Complaint! Worse service ever!!

Hi

My husband *** 081) bought a ticket online on the 24th October 2020, the departure date was 02/11/2020. Please see reference number on the attached document. No confirmation was sent to him after that he only got the payment confirmation from Capitec.

On Sunday 01/11/2020 @ 14:18 we started calling the call center to get the booking Reference number as it was not sent to him meaning he could not check in. I held on for about 10mins and nobody picked up the call. Consequently, we made several other calls on Monday morning 02/11/2020 @08:36 and 09:01 and both calls were canceled by your system before I could even reach a consultant. I made other calls after that on the same day @09:18 spoke to a gentleman and he said he could not hear me, I should call back later. I Called back at 10:18 this one was particularly rude as she started laughing and singing while I was still on the phone. I assume you had phone line issues on Monday and it must have been "force majeure" but at the very least someone should have called me back as this was my 4th attempt with the same cellphone number ***). I don't know how much customer centricity is valued but to me nobody in your company showed it to me. I also used my work number to reach you on 02/11/2020 @08:12,08:20,08:46 and 10:16 and all of these instances my calls were either dropped, or the recipient said they could not hear me. I also sent an email to this email address on Monday and nobody has come back to me till today.

I thought that was the end of it, told my husband to leave so he could just check in at the airport, only for him to be told his ticket was canceled. Bear in mind nothing was sent to him to advise of such, he only had a bank confirmation sms saying the amount was deducted and paid. Mango told to buy a new ticket which was now more expensive, and he lost out on our 20% sanlam reality discount as he can only use it when booking online. Mango says Capitec never released the funds, and Capitec says they need a code from Mango to release the funds. Mango's incompetence and customer service failure was predominantly visible in this whole fiasco, and I hope someone will get back to me to savage whatever little dignity you still have before this email finds itself on Hello Peter and Twitter.

Regards Thembakazi Mbete *** /***