Service failure

Poor service and nobody gets back to you to confirm that your request has been received. You sit waiting for long periods holding for a call centre agent and even after speaking to the person, there is no guarantee that they gave you the correct information. Days go by and you call to follow up and then get told that nothing has been processed since the previous call and that the process is not correct.

I asked for the request to be escalated and I get told it’s not possible because the process wasn’t followed correctly however it was only the process that was given by the call centre.

People need to be trained correctly. You also need to have reasonable turnaround times to get back to clients