Customer Service Non-existent

On Friday 24th November, I called into Smart Village to subscribe to their Black Friday special for a 20Mbps line upgrade. The agent confirmed all the details and confirmed that as I was an existing customer, the upgrade would be complete in the first week of December.

On Tuesday 28th November, a technician, Tristan, called to confirm the upgrade details.

As nothing had happened, I called the call centre on Tuesday 5th December at about 16:00. The call centre agent indicated that my service had been upgraded on the 1st December to a 2 Mbps line (which is what I have been on for the past 3 years). I indicated that this fact to her, and her next excuse was that there was no record of my application for the upgrade. She indicated that she needed to speak to someone, that was in a meeting at that time. Once speaking to that person, she would call me back. Still waiting for that phone call....

I then called again on Wednesday 6th December at about 12:00pm - different call centre agent. Again I was told that there was no record of the application, but that she would investigate and call me back. Again still waiting for that phone call....

In my madness, I persisted in calling them AGAIN on Thursday 7th December. I requested straight away to speak to the Call Centre Manager or Supervisor. I was first told that she would not be taking any calls??? Eventually she agreed to speak to me - her name was Joy. She indicated that she would go through the call recordings and determine what the problem is and how to take the process forward. AGAIN still waiting for that phone call....

I no longer know who to speak to without getting the response of, I will call you back.... I cannot believe that this type of incompetence exists in a company with so much competition. You would have thought that they would be trying to retain and gain business rather than trying to chase customers away to competitors.