Delayed service and call centre staff negative attitude

I write to request assistance and also complain about the attitude of the consultant and her supervisor

I called on the 13 February 2024 at 14:52

Spoke to a consultant requesting assistance on the sim swap for +***3,which was requested on the 05 February 2024 and was never delivered as per Rain turn around time 3-4 working days. She gave feedback that the matter was only escalated on the 12 February 2024 after I requested another sim swap online

She then gave me an escalation reference number : ***9 and said it will not be possible for me to go to your outlets and collect the SIM card, Sam very disappointed with the service Rain is promising and not deliver also not being able to find alternatives to solve matters pronto, surely I will have to wait more that 7 working days to receive the simp card

My second query I requested to be furnished with the activity report of the second SIM card with number +***4 if its active or not active and since when was it not active

The consultant couldn’t furnish me with such on email but opted to tell me by phone as I do not have proof, took me from pillar to post and I pleaded with her not to explain as I have read the strings manual and have followed them accordingly, then requested that she call her supervisor, she came and said they have to do the setup with me, explained that the phone is in Mafikeng and Sam in Johannesburg can they call the person who has the phone then they said its not possible they have to do that with the account holder tried showing them how impractical that is the supervisor insisted on what she has been trained on not solving the problem or even furnishing the activity and usage report for the SIM card for February 2024.

Supervisor name : Mellisa and she refused to give me her surname

I would like to request service as promised by Rain

1. Sim card to be delivered or I may collect at nearest outlet

2. Furnish me with an activity and usage report from the 01 February - 13 February 2024

Recommend that you give staff training on being patient and listening to the request of a client/customer then understand the request, rather than directing the client to what they think is desirable or is as per there training