Overall okay but poor communication

Hi,

I app**** for a new account to pre-order a phone and was contacted by a sales consultant. The interaction was very positive and the follow-up emails were answered fast and professionally. The issue came when I finally after approximately 4 days got approved for the contract. I was then emailed and asked when would be a fitting time to speak which I rep**** at 9 am. I then received an SMS stating there was a new pending application around 08:24. I was very confused and waited for her to phone which never happened.

The next morning decided to phone in and go to the follow-up on an order line and I was met with a lady who from the start sounded frustrated then when I was trying to figure out what was going on I got the answer "There's other people in the queue waiting to be helped" which in my opinion is appalling customer service from Simone since I too was in the queue and waited for assistance and was not rude at all just confused and a bit frustrated with the lack of communication.

If something changes and you can't make a call as requested by a customer, it takes nothing of you to just pop them an email and notify them I'll be with you shortly. I even emailed her around 11 to notify her I received an SMS saying there's a new pending application, to which I also never got a reply. I understand call centres can get very busy but I run a business with hundreds of emails every day and yet I have the time to answer an email or to let a customer or colleague know I'll phone them later.

I was also advised the pending application SMS was probably supposed to be sent before the approved SMS because they are probably linked to the same application. This is also something IT might want to look at because the whole situation would've been a lot less confusing if I had not received that SMS.