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I’VE BEEN AVOIDING call centres of late. But I couldn’t keep to that commitment when I discovered vehicle tracking company Tracker had debited money from my account in addition to my monthly premium paid to insurer Dial Direct. According to my policy, I pay Dial Direct – which in turn pays Tracker a portion.
So I called Tracker. After explaining the situation, I was told the matter would be looked into and I should expect a call soon. Nobody called.
On my follow-up call the matter was dealt with while I held on. I was told Dial Direct stopped paying Tracker four months ago. So I have to pay Tracker directly. An agent at Dial Direct didn’t have a reason why the changes were made without my being consulted. Instead, he took my policy back to its original form and then promised someone would contact me later. That didn’t happen.
So I called again. From a Dial Direct call I was transferred to Tracker. The bill was a mistake and it was being corrected, I was told. Apologies. The next day somebody from Tracker called me saying it’d yet to receive a cent from Dial Direct since I took out the policy in November last year. Very strange. Now I have to go back to Dial Direct. What appalling customer service!
SCOREBOARD
Time taken to answer a call: 17 min
First impression: 3/5
Ability to answer query: 0/5
Courtesy of agent: 2/5
Overall score [not an average]: 0/5
So I called Tracker. After explaining the situation, I was told the matter would be looked into and I should expect a call soon. Nobody called.
On my follow-up call the matter was dealt with while I held on. I was told Dial Direct stopped paying Tracker four months ago. So I have to pay Tracker directly. An agent at Dial Direct didn’t have a reason why the changes were made without my being consulted. Instead, he took my policy back to its original form and then promised someone would contact me later. That didn’t happen.
So I called again. From a Dial Direct call I was transferred to Tracker. The bill was a mistake and it was being corrected, I was told. Apologies. The next day somebody from Tracker called me saying it’d yet to receive a cent from Dial Direct since I took out the policy in November last year. Very strange. Now I have to go back to Dial Direct. What appalling customer service!
SCOREBOARD
Time taken to answer a call: 17 min
First impression: 3/5
Ability to answer query: 0/5
Courtesy of agent: 2/5
Overall score [not an average]: 0/5
