Bad Customer Service by Nimble Group and their *********** Agents

I am extremely disappointed with the service I have received from Nimble Group and the manner in which my account has been handled.

Yesterday, I received a call from one of your agents regarding what was described as my final payment due in June. After discussing the matter and confirming the payment arrangement of R1,157 that I had honoured from December to May, the agent acknowledged that there had been an error on your side. She confirmed that my account was up to date and advised that a paid-up letter would be sent to my email address, which she verified during the call.

To my surprise, I received another call today from an agent named Andiswa Nyathi, who once again queried when I would be making my final payment. I explained that my account status had already been confirmed as up to date by another agent the previous day.

What made the interaction even more frustrating was that Ms Nyathi assumed that because my surname is Dlamini, I would prefer to communicate in isiZulu. I found this assumption inappropriate and condescending. Language preferences should never be based solely on a customer's surname.

When I requested to speak to a supervisor, Ms Nyathi initially refused to provide the supervisor's name. She then placed me on hold without any explanation or adherence to basic call-centre etiquette. After a lengthy silence, she informed me that her supervisor, Natasha Pillay, was unavailable and would call me back to address my complaint.

At the time of writing this review, I am still waiting for that call.

The lack of accurate account information, poor communication between agents, unprofessional conduct, and failure to follow through on commitments have left me with little confidence in the service provided by Nimble Group. I expect better treatment and greater professionalism when dealing with customers.