Powerless
When my electricity was cut off due to a misunderstanding concerning when certain amounts of money should be paid I called Joburg Connect to find out how to rectify the situation.
It being a Friday, and feeling that I had been hard done by, I was perhaps brusquer that I'd normally be with an agent. But considering that having your power cut isn't a pleasant experience I'd expect that they would be well versed in dealing with such an issue.
That appeared not to be the case. Instead of trying to calm me down every piece of information that the agent gave me – most of which was inaccurate – only incensed me further. I was told that I could only be reconnected on Monday, but in reality I was back on the grid before the sun went down, on Friday.
After paying the account and faxing through the confirmation of payment I spoke to two other agents, who gave me slightly more accurate information – though both weren't fully informed concerning the reconnection process. The nicest thing I can say is that the final agent I spoke to was helpful and the call answered promptly.
In an area that clearly falls into the ambit of Joburg Connect, the evidence points to agents being poorly informed. Seeing that we can't fire the City of Johannesburg it might be helpful if they were sent for some training.
I'm not going to give a rating, as it's unlikely that it would be significantly different from the one we gave previously (which was 1/5).
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