Terrible customer service

I had the worst experience at the Samsung customer care center in Queen Nandi Dr...i sent an email a week ago till date i did not get an acknowledgement or even an apology. Managers names are Kavish and Sanjay

Good Day,

To whom it may concern, trust this email finds you well.

Please kindly note I have a complaint regarding the Samsung customer care centre at Riverhorse Valley Business Estate.

Firstly I'm very appalled by the service I received from one of the consultants from the customer care centre.

I took my phone in for repairs on the 10/01/2022. On the same day I received a sms that my repair was cancelled, when I contacted the call center on Tuesday, I was advised it was a system error. I was then contacted on Saturday and was told that i needed to pay R750 when I asked what the additional R250 was for, I did not get an answer. On the 18/01/2022 I went to fetch my phone, as a customer I was treated very badly by one of your consultant name Xolile. When I walked into the centre I dealing with another lady (not sure her name), Xolile started shouting at me saying "I phoned you and told you that you need to pay R750". Xolile does not deserve to be working in customer care environment as she is very disrespectful, rude, impolite and unprofessional. The initial lady that I was dealing with even asked her to calm down but Xolile still screamed and shouted at me with such disregard. All I wanted to know was, why am I paying the additional R250 as nobody contacted prior to the repairs to advise me of any additional payment, all I was told was that I would need to pay R500 when I come to pick my phone. I asked the initial lady that I was dealing with to check on the system and tell me what the additional amount was for as i did not budget for the R250, when that lady checked the system she said there is no additional amount only the R500 is due at that point Xolile then said oh it was another customer's invoice she was looking at. She did not apologise for the manner in which she spoke to me which I made me think is this the type of people Samsung employs. The initial lady assisting me apologised for the way Xolile behaved. When I asked to speak to the manager, Xolile with attitude said he is not available. I have always been brand loyal and to be treated with such disregard is appalling. I would never recommend Samsung to anyone going forward if they have to deal with people like Xolile, who does not have any customer care values or skills. Is this how you train your consultants?

Looking forward to your urgent response.

Regards Alwin Harilal