Unacceptable service and lack of respect for clients’ time

I wanted to change my banking details.

The first person I spoke to mentioned that the system was not loading. I waited for about five minutes, and she then advised me to drop the call and try again. Mind you, she had already taken me through all the security questions, yet according to her, the system was still not accessible. This made me wonder what the point was of going through the verification process, as it ended up being a waste of my time.

I called again for the second time. I had to wait for about two minutes for the agent to open the system. After that, she took my details, asked me some questions twice, and then asked me to wait another two minutes while the system processed the new banking details.

During this call, I also discovered that my contract had been extended for another two years without my consent. I had already paid off the device before the contract ended in December 2023. If I remember correctly, there was a remaining period of about six months. It appears that someone extended the contract without my authorization. The agent, Sohihle, asked me to wait for a few more minutes, and after I had waited, she dropped the call without resolving the issue.

I find this unacceptable and would like the contract cancelled immediately so that I can choose a more suitable option.

The level of inefficiency and disregard for customers’ time is extremely disappointing. The second call alone took about 30 minutes, which is unreasonable for a simple request to change banking details and confirm contract information.

I request that this matter be investigated urgently and that written confirmation be provided once the issue has been resolved.