Shocking response times

Initially, signing up with Mobicred was simple and I was approved and the rest is history. I have never needed to contact them but today I tried to as I wanted to increase my credit limit. My first call was at 08.24 and I was on hold until my airtime died, perhaps 5min then I used my partner's phone, we were on hold for another 8 minutes. I messaged their whatsapp support line at 08.33, selected option 2 for account enquiries at 08.35 and was told that Xolile would be helping me. I sent my name and ID number at 08.46. Nothing. At 09.01 I stated I would like to increase my limit. 09.14 - Hello? is anyone there? 09.30 - Hello Hi Mobicred!

At this point, I bought airtime and decided to call again. Was on hold for about 2 min (not bad), came through to someone. Told her I wanted to increase my limit, only to be told they no longer increase credit limits.

Whatsapp at 09.37 - Good day, please note . . . . do not increase credit limit.....

Absolutely no apology for the delay or anything.

During this time, I have tweeted to them on Twitter, I have emailed the customerservice email address. I have logged a query on their website.

All this could have been avoided if they just had a bit more information on their website. I previously worked in a call center and now feel bad I was so grumpy with the agent on the phone but please Mobicred, do understand that you are not doing your employees or customers any favours. You may have had to cut down on staff due to covid but if they are overworked, they will deal with grumpy customers because we are waiting for over an hour for a single response, then your staff will not be efficient/friendly dealing with the next customer due to the first biting their head off. The snowball effect is real here.

This has been a very disappointing experience that could have been avoided completely.

Thank you