Today I've heard it all. My employer asked me to follow up on the cancellation of his personal cell phone contract. After he verified his details with the first consultant we spoke to and asked her to provide me with the email details in order for us to forward the cancellation documentation and proof of payment for the cancellation once again as this was all done on 30 Sept 2013 at 16h14. The lady refused to provide me with an alternative email address apart from [Email Removed] as they are not allowed too. Working in the customer service industry myself - I am appalled to hear this. When are a client ever refused contact details of a manager etc. After being put on "hold" I finally was put through to... a call survey and the call was ended. I called back and spoke to Sandile who informed me that all managers are in a meeting and he is not allowed to call one of them out. As per Sandile, he will educate me on how they work. Seriously, you do not tell an already irate customer that you will "educate" them. Even after explaining the situation to him, he still refused to even give me a name of a manager or director, never mind contact details.
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