CONSTANT NETWORK OUTAGES WITH NO FEEDBACK OR ACKNOWLEDGEMENT!

CONSTANT NETWORK OUTAGES WITH NO FEEDBACK OR ACKNOWLEDGEMENT!

1. I have called the call centre several times this evening and I have been on hold for more then 20/25 mins . I don’t think that’s a normal amount of time for anyone to be on hold for assistance. You guys are not home affairs and should at least have decent waiting times. If this is an issue with capacity then hire more people on the night shift. Calling your line is costly. That means I’m spending unnecessary airtime trying to get assistance and pay for service i constantly do not have. This is not fair.

2. I am affected by the network outage in the Sandton area. I am constantly calling and constantly having network issues as of late! I called in yesterday about network drops and Someone promised to call me back today but no one did. I am not certain what is happening with the connection these last few months but it has been such a great frustration and extremely upsetting. Your call centre agents cannot provide me any type of feedback and are really uninterested. It’s painful to even speak to them. They barely even assist to be honest and sound more annoyed when questioned.

Lastly I want to log a formal complaint against a call centre agent I spoke to that hang up on me and was extremely rude and using aggressive language! When questioned what his name was, he thought it would be a good idea to hang up on me! If call centre agents are unable to handle disgruntled customers then they should get coaching or should not be on the phones all together. Call centre agents should follow an escalation process set out and this should be escalating to manager or team leader in charge on shift. This should be put in place! No agent should merely hang up the phone as a result!!

I expect someone to resolve this.