HORRIBLE CUSTOMER SERVICE

Worst connection and horrible customer service. Got my call cut off by one of their support agent whilst explaining my issue and requesting reasons for the delays. When logging a call for support they promise to call you back but never do. Now on the 15 January I have paid for a service I haven't used.

On the 03 January 2023 I did a sim swap that I haven't received to date, today is day 14 since my request. Everytime when I do a follow-up I am told that no simswap request is showing meaning it was never processed.

On the 14 January 2024 I support with Zukile a support agent who was able to identify the root cause of the delay. He said the support agent I spoke with on the 3 Jan escalated my request to an incorrect department, the request was sent to billing. He spoke with his supervisor about this and he apologised and promised that he is going to make sure that the simcard gets delivered before Thursday (18 Jan) but today is Wed and still nothing.

On Mon, 15 Jan I missed and immediately called back, to be told that I must go to 1 of your shop and when I told this guy I cant because your store afar from me, he get that and keep on repeating what I'm saying. So I told him that he cant be telling me that whereas I am waiting for the delivery not more stories. He was trying to pursued to go the store even after I told him that it was not possible to do that, so I told him he must ask someone else to call me as this is not acceptable.

Today , 17 January 2024 I decided to call again, to my surprise the lady I spoke with told me the old same story of my sim swap request not being processed, when I asked her question and demanded answers she told be that there is nothing she can do about that and I lost it and drop the call because I felt disrespected by her response. How can she be so insensitive after waiting this long for the Simard and service that I pay. This keeps on telling me that the request is still in process and there is nothing she can do about it, and she less interest to what I am saying and my cries.

After a while I decided to call again, yhoo this was also not remorseful and the only thing she was interested was to request the simcard again. This is surprised me because i was just told that the requst is still in process and this 1 wants to start the process from scratch. I asked to talk to her supervisor as Zukile did on Sun and she refused asked what is she going to say her and I said, "Tell your supervisor that there is rude customer who requested a simcard on the 3 Jan and the request is still not processed". Yhoo refused to escalate the matter to her supervisor as Zukile did and they did an investigation. The only she insisted on was to doing a new request, I refused and mentioned to her this whole thing doesn't make sense, how come can a Sim swap request took more that 14 days to be processed. The call got cut.

Please rain customers make sure that you don't lose your Sim cards because their support agents don't know what they are doing and they will treat you as if you don't know what you are talking about.