Dissapointed with poor customer service and communication

Hi guys, spoke to you last week and sent the docs again as requested, please can you now update me on the application process and let me know exactly when I will be receiving my starter pack and phone app**** for?

Had it not been for Kim from the Hello Peter complaints department at Mondo, I would have given up on this matter with a very bitter taste in my mouth - she went over and beyond to calm me down and turn everything around which I am greatful for as all is now resolved. I do however strongly feel that the customer onboarding process at Mondo could do with some major work in terms of keeping the customer regulary updated and ensuring that it sticks to a reasonable turnaround time - perhaps some priority should be given to investing in a CRM system that allows for multiple channel resolution options and client notifications. The document management portion of the application process requires most of the work and desperately requires that it follows a more formalised workflow with regular feedback being given back to new applicants without an applicant needing to firstly initiate a follow up. Having a disconnect between the sales team / service team and the document management team also means that clients like myself are unable to find out exactly where their application form and supporting documentation is in the application process - this should be centralised to enable one call resolution. Customer complaint escalations should also not have to wait until a Hello Peter complaint is lodged before taking a customers complaint seriously. The call centre agents should also understand and sympathise with the levels of frustration that can occur when a customers voice is seemingly unheard as no clear feedback is being received.