» People » Review / complaint: CAMP AUSTRALIA - The customer service centre | News #1481

The customer service centre

I have rung the customer service line four times now in 6 business days. I have also sent an email via their website and still have not had a call back. I am enquiring after their ridiculous 7 day cancellation policy (which i have adhered too) yet been charged for. The first girl i spoke too would not listen and kept saying the same thing over and over. When I asked for a manager i was told "There is no Manager in the office yet" (it was 9.20am) and upon probing was told "they all come in at 10am". Then upon more questioning the story then changed to "There is a Manager here but they are in a meeting". I waited for a call back and it never happened so i rang back. They then put me onto a "senior agent" as again there were "No Managers available". This "Senior agent" was rude and arrogant and the Customer Service was non existant. When I asked for a Manager again i was told "there are non available". On this call i asked them to cancel my direct debit as i was not paying my bill until the manager called me back. I was promptly told my direct debit would be cancelled however if i did not pay by my due date i would incur late fees and the like. I explained as long as i receive a call back there should be no issue with my invoice. A day later and still no phone call. I ring back and again i am told the Custoemr Service Manager "was in his office but now he is not. I will get him to call you". Two days later i go on their website and log an enquiry that way to get a call back. Still nothing. I ring back the next day, to be told "The Manager is aware of your complaint and will call you back when he is able". We are now over a week later and i still have not heard anything from Camp Australia. When i mentioned this service to one of the carers at the centre i was told that she understood that they give out bad service at the call centre (head office). The issue with these before and after school care programes is we as parents have NO CHOICE but to use them as they are the oly one on offer at the school (we dont have the choice like daycare), so to pull my child out is not an option as I work full time. They can treat customers how ever they like and they answer to noone, clearly. It is just not good enough and the care jackson gets at the actual cnetre at his school is fantastic, the carers are amazing, yet the "customer service" line has alot to answer for and at the moment is not focused on the 'customer" or the "service"


Country: Australia   State: Victoria   City: Melbourne

Category: People


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