Appalling Call Centre Etiquette

<p>Called in to the SARS "helpdesk" again (5 reference numbers recorded to date). Today (2016/07/29, 09:20AM) spoke to Nombeko and explained that I had not submitted all documentation, had left out the actual letter from SARS stating I had to submit supporting documents (it clearly says on the letter that it must be included when submitting your documents). Long story short, Nombeko proceeded to tell me that their auditors have my supporting documents and would call me if they needed anything further but cannot forward me the "link" to upload my letter. Why she could not, only the Lord knows as I was not told why. I pressed on, explaining that I keep getting sms's to upload and update this and that so I wanted to ensure that this was done correctly so as to avoid calling them over and over, only to be told everything is fine on the system, meanwhile back at the ranch, sms's pour in stating my returns submitted are not in order. I further explained that I did not need any link from her, was just looking for her to guide me as the field for uploading docs was greyed out. Eventually, madam decided she would put me on mute and I assume she willed me to hang up eventually (I am aware an agent hanging up on a customer in a call centre environment does not go down pretty well, I was once there). I continued to hold the line on loud speaker with Nombeko silent as mouse and after 19:33 minutes, she relented and decided to hang up. Up until that point, I had been holding in silence for a good 6-7minutes if not more. Such disregard to servicing your client should be frowned upon. SARS, you need to re-evaluate the culture and etiquette around client service and fulfilment. If anyone is interested, I have the call recording as well. Sies mann.</p> <p> </p> <p>Nombeko -09:20am 2016/07/29<br /> Case No: ********** 11<br /> 09:33AM</p> <p> </p>