Poor service delivery

Poor Service. First call had 6 minute waiting time "due to higher call volumes" and then while waiting for feedback on my query, my data ran out. Second call had a waiting time of 10 and a half minutes. Entire call took 14 minutes 15 seconds. OM promises funeral policy payout within 48 hours. Logged case on Thursday. Friday got message saying payment will be made in 1 business day. 2 Business days later no payment. 2 huge issues here: having to spend 10 minutes airtime waiting for service is really bad. How does OM expect poorer folk to get service when their airtime runs out?? Payment of policy according to OM promises, is within 48 hours. It is now over 72 hours and still no payment. If you want to improve your customer service, ensure you have sufficient staff to manage the queries at the call centres, and live up to your promises of 48 hours.