I have been waiting for the guaranteed feedback for over two weeks.
Tired of waiting I called 082155 on Tuesday November 19, 2013. I hung up after over 40 minutes. I made a second call opting to make use of the new service - press # for a call back. The automated voice-over informs you that you will receive the call within the hour. I received the call-back approximately 20 minutes later but there is no one and no sound on the other end. I kept saying 'hello' and waited for a response for 15 minutes. I called again selecting the call back option again. The very same thing happened. I waited an hour and tried once again. The automated reply informed me that my instruction for a call back had been cancelled. I kept holding for a consultant for over 20 minutes but to no avail. The following day I made a further two calls and experienced the same outcome.
I have wasted endless hours trying to get straightforward issues resolved. No one follows up as they promise to do and at the call centre no one answers. Why introduce a service that's going to frustrate customers even further. It's bad enough your call centre consultants cannot deal with their basic responsibilities.
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