Poor Customer Service

I app**** for the Unlimited Home option. Firstly, when I went to Fourways to make a payment the consultant who assisted me was extremely UNHELPFUL AND UNPROFESSOINAL, after making me wait for an hour she advised me that their systems couldn’t accept my payment. When I asked how this is possible she said “You can spend all day arguing with me or you can go and do an Eft. I then drove to Bryanston Post office who were able to assist me within 5 minutes.

I then received confirmation that the technician would be installing on Wednesday/Thursday 6 December 2018. When I advised the technician that the incorrect address was reflecting. He advised me to contact 10213 for this to be amended accordingly, which was done on the 6th of December 2018. I have been contacting the technician as well as well as the contact center daily, a new application was apparently opened to resolve this degradation. I contacted 10213 this morning and was advised that the new application made on the 6th was never submitted due to this being a duplicate. I am extremely frustrated because during all of this, not once have I been made feel like a customer that’s paid for a service. Almost everyone I’ve engaged with makes sit seem like they are doing me some sort of favor. What truly irks me is that it appears that the individuals that have been assisting me have no concept of customer service, even after pleading with them to see how they can possibly assist with resolving this matter there is still no traction.

There is no level of follow up nor keeping me updated as a customer. The last comment was “my hands are tied”.

Its indeed sad that one needs to go onto social media before anyone takes notice or is willing to provide decent customer service.

I think its about time that we educate our employees around customer service!