BAD Customer Service - Call Centre

On the 10th of November 2018 my mom and I went to do shopping for my daughter's clothes . However, before we started shopping we had to contact the call Centre people because she had requested for her account to be putted on hold just for a while since she had paid it off.

Unfortunately, my mom had forgotten her ID by my place, but had her account card with her. The call centre agent requested her to go and fetch her ID for security reason of which we understood and we were OK with it. We then requested one of the cashiers to reserve the clothing for us while we went and fetched her it.

Ok, so we went back to the store and then asked one of the Managers (Floyd) on duty to contact the call Centre again and activate the account. A call was then made again to the guys and she was given a phone for the verification and was then told that everything was in order.

Cashier (Thembi) rang up stuff and the transaction came out to R5K. She then tried to conclude the tender type but the transaction declined due to their system being down on that specific day. Floyd then called for authorization but the agent told him to wait for another 5-15min and the transaction should go through. Mind you Floyd called them around 16h45 and they were closing at 17h00 but the consultant insisted that that's how it should be done and he MUST call again.

16h55 he called them again and a different agent answered. She requested to speak to the client for verification however while they were still busy verifying the call got cut off before she could give my mom the authorization number for the sale to be concluded. Floyd called them again but HEY its 17h00 and they couldn't be reached and no call back from the ''SO CALLED'' call centre.

Thembi, Floyd and Mike went extra mile to ensure that my 10 year daughter was not heartbroken because of the lack of customer service from your call centre agents. These people do not care that we had to waste our entire day in your store. They are too ******** and easy to pass on the entire problems to the guys at the stores. They always get away with these type of things since they do not deal with customers face to face.

Regards Sista S