1 reviews | Active since May 2016
Horrific service and total *******!
<p>If I could give you no stars, I would have!</p> <p><span style="font-family: 'Avenir W01';">Every time I call the call centre to retrieve a prepaid token, I wait up to 5 mins before the operator answer to help me! Tonight I've already called two time, both waiting on the line for more than 10 mins and still no answer!</span></p> <p>And if all this calling isn't already enough money spent, the quantity of units you get for so much money is ridiculous!</p> <p>Unfortunately I don't have a choice in using your service as it's forced by the body corporate, but you definitely need a wake up call!</p>
Thank you for taking the time to bring this matter to our attention.
Although we have been in direct contact with you, we would like to record that we apologise most sincerely for the issues which you experienced in attempting to contact our Call Centre on 9 May 2016. We have investigated the matter and see that you called us three times between 20:05 and 20:38, and our records show that between 19:30 and 20:30 our Centre received 55 calls, 5 of which went unanswered after an average holding time of around 2.5 minutes. We agree that our clients should not experience difficulties when trying to reach us and have already implemented steps to ensure that this does not happen again. Our Centre is usually manned by a minimum of 2 agents during these peak hours and unfortunately, one agent was allowed to leave early on 9 May 2016 - an issue which has been addressed with the Call Centre Supervisor.
We have also conveyed to you alternate methods of requesting tokens in future, and feel sure that this will save you time and inconvenience.
With regard to your enquiry of the amount of units you received, we have explained that the rate is determined by the Trustees. You are welcome to contact your complex Managing Agent, Home Giveaway, to request the Trustees to consider reducing the rate.
Thank you for taking the time to bring this matter to our attention.
Although we have been in direct contact with you, we would like to record that we apologise most sincerely for the issues which you experienced in attempting to contact our Call Centre on 9 May 2016. We have investigated the matter and see that you called us three times between 20:05 and 20:38, and our records show that between 19:30 and 20:30 our Centre received 55 calls, 5 of which went unanswered after an average holding time of around 2.5 minutes. We agree that our clients should not experience difficulties when trying to reach us and have already implemented steps to ensure that this does not happen again. Our Centre is usually manned by a minimum of 2 agents during these peak hours and unfortunately, one agent was allowed to leave early on 9 May 2016 - an issue which has been addressed with the Call Centre Supervisor.
We have also conveyed to you alternate methods of requesting tokens in future, and feel sure that this will save you time and inconvenience.
With regard to your enquiry of the amount of units you received, we have explained that the rate is determined by the Trustees. You are welcome to contact your complex Managing Agent, Home Giveaway, to request the Trustees to consider reducing the rate.