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Candice W

1 reviews | Active since Nov 2018

28 Nov 2018, 12:09

Bad service no call back from manager

I called the call centre yesterday regarding my cell phone cancellation that has not been cancelled since last year and still being billed. I spoke to an agent Robert and he was u helpful. I them requested to speak to a team leader and this was even more disgusting services. Not sure why she's in a TL role of she's unable to resolve my issue. Her name is Anne-Rose. I then requested to speak to her boss operations manager and after being put on hold twice. I spoke to Avinash lovely gentleman and assured me that he will investigate and resolved COP yesterday or lasted today 10. I have not received any call back regarding my cancellation for a services that I'm not using for the last 1 and still being billed. This is not customer service and the experience of customer journey has not been met for such a big organisation. I require someone to call me Asap and resolve my issue.

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Replies (3)
MRPMobile
MRPMobile's reply28 Nov 2018, 13:01
Official
Good Day,

 Thank you for taking the time to bring this matter to our attention. We would like to apologise for the inconveniences and frustration caused and assure you that we are investigating this matter. We will get back to you as soon as possible.  Warm Regards, mrpmobile 
CW
Candice W's update28 Nov 2018, 14:15
Reviewer Update
I have spoke to Avinash and I'm not happy with the feedback. He advised that only 1 call was made and awaiting for the call recording. I asked him if there was any usage and he confirmed no. I need a judgement call to be made today as I was provided this will be resolved. It's not my problem if the agent failed to leave notes and you can't find the call. Why would I call in after a year query this. I was under the impression this contract had been cancelled and I only realised yesterday on my bank statement. If no usage was made for over an year and I was still being billed. If I don't received feedback today. I'm taking this matter further. I really not sure whybuou have a chain of command and look at the customer situation and make the call. I don't want to hear processes and policies. It's not my fault!
MRPMobile
MRPMobile's reply28 Nov 2018, 14:19
Official
Good Day,

 Please accept our apologies for the above incident.  We can assure you that we will be investigating this matter and we will be in contact with you directly with feedback.
 
 Warm Regards, mrpmobile