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mmatsatsi P

1 reviews | Active since Apr 2015

05 Sept 2024, 12:47

Worst service ever and lack of feedback

***l

Subject: Formal Complaint Regarding Inadequate Service and Request for Case Reassignment

Dear Scorpion Legal Services,

I hope this message finds you well. I am writing to express my deep dissatisfaction with the handling of my case (***), particularly regarding the lack of professionalism, poor communication, and incompetence displayed by the legal representative assigned to assist me.

For over 10 years, I have been a loyal client of Scorpion Legal Services, diligently paying my monthly fees, expecting the professional service your company is known for. However, I am extremely disappointed by the manner in which my current case has been managed.

To provide some background, I engaged your services to represent me in a matter involving my previous employer, Fundi, regarding a bursary and study assistance loan. Despite numerous efforts on my part to follow up and push for action, the representative handling my case has shown a complete lack of initiative. I am forced to complain or reach out for any action to be taken, and I consistently have to guide the representative on what to say. I believe that as my legal representative, they should be leading this process, not the other way around.

Moreover, I have received feedback from Fundi, highlighting the slow responses and lack of engagement from Scorpion’s side. This has resulted in repeated email demands from Fundi for feedback, adding unnecessary stress to an already complex situation.

Additionally, the representative in question has been unprofessional on calls, demonstrating a lack of knowledge and courtesy. This is unacceptable, especially considering the length of time I have been with your company and the trust I have placed in your services.

I kindly request that my case be reassigned to a senior representative who has the necessary experience, professionalism, and dedication to provide the support I deserve. I would also appreciate if this matter could be escalated and reviewed urgently to avoid further delays.

Thank you for your attention to this matter. I look forward to your prompt response and resolution.

Yours sincerely, Mmatsatsi

0
Replies (2)
mP
mmatsatsi P's update05 Sept 2024, 17:27
Reviewer Update
Subject: Ongoing Service Dissatisfaction – Request for Immediate Action
Dear Scorpion Legal Services,
I am writing to express my continued dissatisfaction with the handling of my case. Despite my previous complaint, I have again been contacted by Mr. Esam Moyana, who accused me of rudeness for raising concerns about the lack of service. He also mentioned that he is managing over 400 cases and imp**** that the delay in addressing my matter is due to overwhelming workloads.
While I understand the pressures of managing multiple cases, this explanation does not justify the lack of timely feedback or the dismissive attitude I’ve encountered. A turnaround time of one month without any communication is unacceptable, especially when I have been diligent in following up.
In contrast to this experience, I recall receiving excellent service from Ms. Pillay, who was professional and knowledgeable. Her commitment to providing quality service is what kept me loyal to Scorpion Legal Services for over a decade, and I even referred my family to your services. However, the current standard of service has clearly diminished, and it is deeply concerning.
I urge you to review the capacity of your consultants and ensure that your clients are receiving the attention they deserve. If your team is indeed overworked, I recommend reassessing your case load management to prevent further dissatisfaction.
At this point, I respectfully request that my case be reassigned to a senior consultant who can handle it with the professionalism and urgency it requires. Should this issue remain unresolved, I will have no choice but to consider alternatives, as the current level of service does not align with the standards I expect from Scorpion Legal Services.
I look forward to a swift and satisfactory resolution.
Scorpion Legal Protection
Scorpion Legal Protection's reply10 Sept 2024, 07:51
Official
 
Dear Sir/Madam 

Thank you for contacting us.  We have noted your complaint and apologies for the break in service. 

Our dedicated contact person will contact you within 24 working hours. 

Should you require any further assistance please do not hesitate contact our Customer Care department on ***or send us a WhatsApp on *** 

We sincerely appreciate your feedback. 

Best Regards 

Customer Care Department