inefficient call center

I have had a transunion account since 2016 and all was running smooth. I paid R 40 a month to get an updated credit report, notifications of any activity on my account and an electronic dashboard.

This system was working well till the 2nd week of November 2017, I logged on and my dashboard was blank. I sent an email on their website support system, waited a few days and there was no acknowledgment of receipt.

I called in and the agent also confirmed that she could not see anything on her side, she said she logged a query and my ID number would be my reference, she told me these queries usually take about a week to sort out.

I waited three weeks, occasionally logging on to see if the problem was sorted but there was nothing.

I sent a few more mails on the website and those were not answered.

I called the first week of Jan and I was referred to the head office on 011 214 600, the first time I called I was told the technical team was unavailable but they will give me a call back. No one called back. I attempted to call the number again. It just rang with no answer.

I called again today on ***, 19th Jan. I tried a few times as I was constantly directed to the wrong department, with no one willing to find the right person to speak to.

I decided to cancel my account because clearly this was going to go on forever. This was the most efficient step. The guy on the line took the call and i again explained that I wish to cancel my subscription because of the query that is not being resolved and the service I am receiving from the call center. He took my ID number and a few seconds later said, "your account has been cancelled". He didn't care why or how he could remedy the situation, his part was done. He further told me if I wanted my money back I would have to speak to someone in dispute on ***ext 231. Dispute told me they do not solve my problems and that I must call and ask for accounts again.

I am now waiting 21 working days to be refunded R 80.

This amount is insignificant, all I wanted was to have my query resolved or to atleast speak to someone who could tell me what the problem is and how long it would take to sort it out.

Regards