Both satisfied and dissatisfied

This is both a complaint and a compliment.

Compliment: Prudence Complaint: Ntombi

I would just like to commend one of your agents on the excellent service I received this morning. She was very professional, friendly and was the only one who gave me the correct info after trying for a week.

I stand corrected, but I think her name was Prudence.

After numerous attempts and calls to get a cash advance, she was the only person to ask probing questions and get to the root cause of my issue. She explained that it is because my account open date is less than 3 months.

I have been battling to do a cash advance since the 29th of May 2018. I tried using the RCS Mobile APP and every time it would give me the 'successful' message but when I check a few minutes later, the funds would be back on my RCS card/account... I would try this a few times every day and eventually decided to call the Call Centre, where I was assisted by a very unfriendly agent by the name of Ntombi... I advised her in the beginning of the call of my issue and what I need assistance with. She asked me to hold after taking my details and then came back to me asking AGAIN what I need help with... Anyway, she assisted me with the cash-advance and reassured me that this time it will work and the funds will be available in my account within 24-48 hours. WHICH DID NOT HAPPEN BECAUSE SHE DID NOT ASK PROBING QUESTIONS TO COME TO THE CONCLUSION THAT IT WILL NEVER HAPPEN DUE TO MY ACCOUNT OPEN DATE.

Please train your agents accordingly and ensure that for QA purposes and customer satisfactory stats, they ask the necessary questions to assist efficiently.