Poor customer service

I AM FURIOUS !!!! I called the call centre on Monday (13th) and my initial query could not be resolved. All I needed to know was the outstanding amount on my account, so that I could bring it up-to-date. I was informed that my account was with their Legal department and it would take 24 - 72 hours for them to resolve the matter. I was also told that they would email the Legal dept. and that I should do the same (which I did) to ********** On Thursday (16th), I still hadn't heard from them , so I call the call centre again to be told that the matter would be escalated by their manager to the Legal Manager and that I WILL receive a call before the end of business hours on Thursday.

THIS DID NOT HAPPEN !

I called the call centre again on Friday (17th) was told that they will send another mail and that my mails are useless, as Legal will not even look at them...I could expect a response within 48 – 72 hours, BUT, that Legal does not work on weekends, therefore I could expect a response by mid next week / end of next week the latest. I spoke to Ndumiso Zikalala (supervisor) whose manager Mohammed was not available.

This is not acceptable ! They haven't not adhered to any SLA and even their own escalation process is meaningless. I expect more from a company that I have supported for much more than a decade !