Attention : Mr Serame Taukobong (Chief Executive Officer: Consumer/CMO)

I have never received such disgusting service in my life!!!!!!!!!!!!!!!! My complaint is about the intermittent network coverage issues I had on my prepaid cellphone number ***.

I purchased 2.1gb of mo'nice data for R34.62 on 14.10.2019. Shortly after I experienced network coverage issues and I proceeded to contact the call centre on 15.10.2019. I was taken through different procedures to assist me with the issue, which was all in vain. Thereafter, they escalated the matter to the technicians advising me to allow a 72 hour timescale, which had passed and still the matter wasn't resolved. On the 18.10.2019, I contacted the call centre yet again and I spoke to the Team leader by the name of Moosa who informed me that the matter wasn't in fact escalated to the technical team and he apologised and told me that he would escalate it himself and call me back at 7am the following day. At this stage I was extremely infuriated and requested an e-mail of all the advisors I spoke to as well as the times. He informed me that he would get that done. Come Sunday, 20.10.2019, I still had network coverage issues and as it was long passed the 72 hour timescale.I purchased 100mb emergency credit for R12. Thereafter, I contacted your call centre again and spoke to another Team leader whose name I can't remember who stated that my case was in the queue and that this Moosa didn't do what he said he was going to do. You can understand my frustration now, I'm sure of it. She stated in the interim that she would credit me the R34.62 whilst they work on the matter, I informed her that I was forced to purchase emergency credit and that when that credit reflects, the R13 would be deducted from the amount. She simply stated ok. She stated that she would contact me to update me on my case regarding my network coverage issues but she never did. Since then , I've called multiple times and spoke to multiple people who have told me that they would escalate this issue to technical team and that I would need to wait 72 hours. I've had agents cold transfer me to the queue, drop calls on me and I've had Team leaders who have blatantly **** to me about call backs which were never fulfilled. Furthermore I called on Sunday, 3.11.2019 and had the case re-escalated with case number ***0, when I called in on Tuesday, 5.11.2019, I was told that the matter wasn't escalated and that the Manager Lezeka would escalate it for me. I spoke to a Manager again on Thursday, 7.11.2019 in your Durban branch and he informed me that he would escalate this and get feedback as he knows the technical team personally. It is now 08.11.2019, still the same issue, after having logged this issue almost a month ago!!!!!!!!!!!!!!!!! no feedback, blatant lies, DISGUSTING CUSTOMER SERVICE from your JOHANNESBURG BRANCH!!!!!!!!!!. I'm so unhappy that the below advisors and TLs even have a job. I seek compensation for this disgusting service and a written apology for the above. The list of agents and TLs I spoke to is as follows, Boitumelo trancy mahlobokwana 12/10/2019

ernicia haas 12/110/2019

unathi molose 12/10/2019

dziedzi ramukosi 18/10/2019

Bongumusa Si***ane 18/10

K/2019 TL

nobuntu phakathi 22/10/2019

bonke conjwa 23/10/2019 TL

nobuntu phakathi 23/10/2019

Mpho mangadi 30/10/2019

siphiwe shange 30/10/2019

theressa anne samuels 03/11/2019

Xolile Dube 03/11/2019

Nokuthula Radebe 04/11/2019

Andile Mqadi 04/11/2019

Joy mmaphuthi raebetswe 05/11/2019

Nomasomi memela 05/11/2019

Lezeka TL 05/11/2019

You really need to evaluate the type of people you have representing your brand as they're appalling. I would like an investigation to be done on the technical team and quality assurance team as they're far from compliant.