Extremely Disappointed with MiWay’s Online Chat Service Handling

I am extremely disappointed with the service I received from MiWay through their online chat platform.

I initiated a chat, as I have done successfully in the past. The first agent, Thapelo Tlaka, was helpful and was still assisting me when the system abruptly ended the chat, citing that I had been idle for 1 minute and 30 seconds. This is both absurd and inaccurate, while waiting for a response from an agent, a client cannot be expected to be typing continuously. I had to restart the entire process, which was frustrating and unnecessary.

When I joined the chat again, I was assisted by Given Chauke. I briefly explained the situation to him, but to my surprise, he abruptly routed me back to the previous agent without informing me that he was about to transfer me. I found this lack of communication to be quite rude and unprofessional. I was then left on hold for some time before Thapelo reconnected and, once again, handled the situation with courtesy and professionalism. He apologized for the delay and continued to assist me efficiently.

I have no issues with Thapelo Tlaka, he was professional, client-centric, and handled my query with care and attentiveness. I would rate his service 5/5. He listened, provided feedback, and remained fully engaged throughout the interaction.

My disappointment lies with MiWay’s online chat system and the poor handling of the situation by Given Chauke. The lack of communication, abrupt disconnection, and inefficiencies in the chat system need urgent attention, as they negatively affect the overall customer experience.