Virgin Mobile South Africa
Call Centre Customer Experience

I went into the Canal Walk Virgin Mobile branch to cancel my 24 month contract as I have decided to move to another provider. I was advised I cannot do this at the branch / face to face but need to do so verbally by calling the contract centre. So 1st of January 2013 I decide to this.

Firstly, I get through the appropriate prompts and the phone rings indicating I am going to get through to a contact centre agent, the call is answered in dead silence and then dropped.

I get through again and talk to Thando. She advises me I cannot do the cancellation as someone from another department (she does not tell me which even when asked) needs to be available to do this and they will be in tomorrow. I ask for a reference number for this call, I am asked to hold, the phone rings again for some reason and is then dropped again.

I asked Thando a few other questions to which I received NO response. So basically while after I asked a question there was dead silence even though she was on the line.

I am not going to be happy if my account is debited again after the trouble I had to cancel earlier this month and after the poor customer service I received?

Company: Virgin Mobile South Africa
Country: South Africa
City: Cape Town

  <     >