INCOMPETENCE OF STAFF THROUGHOUT ORGANISATION

<p>Reference: 24 month contract continues to be billed as a result of a store staff member from Telkom Gateway who incorrectly selected 36 months. (vasantha was the store manager at the time of sign up)</p> <p> </p> <p>Retentions department has been involved and have received the supporting documents for the cancellation, however from the feedback I received 2 weeks ago, this is being escalated to the accounts department to clear the bill. </p> <p> </p> <p>My biggest frustration is as follows:</p> <p>1.the time it takes to get ahold of an agent in the contact centre-no one has the time to wait for more than 30 minutes to get an answer, especially during working hours as we all have work commitments. </p> <p>2.the time it takes to be transferred to someone who the agent thinks can assist </p> <p>3.the feedback that after explaining the situation, the response i get, is that this needs further escallation and a call has been logged- I'm waiting 2 weeks now</p> <p>4.highly under qualified assistance at both store and head office who couldn't pick up the issue on the contract to rectify it.</p> <p>5.automation and technology advancements I can deal with, it's the fastest way to do business, but how does one rectify or catch the exception like this and get immediate results to keep the customer happy. </p> <p> </p> <p>I understand the volume of queries that come through, but incompetence on a response time is inexcusable. </p> <p> </p> <p>I need someone to contact me, because I have exhausted my time staying on hold, during working hours and sending emails asking for a final answer on my account. </p>