Getting through to the metro is a headache

Mandie Mocke's smile is one of pure frustration at the metro's slow service.

Mandie Mocke recently called the Springs Customer Care Centre to inquire about the costs involved to do a roadworthy test and change of ownership on a vehicle.

This resulted in the Nuffield businesswoman being sent from pillar to post.

On the metro website Mocke found a metro contact number (011 999 8300) but, when dialing the number, she was told, “The number you have dialed does not exist”.

She then contacted the Customer Call Centre, where she was given another number, but this also resulted in a dead end.

After a further eight different telephone numbers, incorrect email addresses and rude interjections from metro employees, she eventually gave up.

Mocke wants to know how it can be possible that, after 16 phone calls to eight different numbers, she still couldn’t get through to the correct department.

The service she received from the different employees was, to say the least, very poor, and she wonders how employees can be unable to give the public the correct telephone numbers or departments, she says.

Mocke says she used to wonder why the metro would have people working in the different departments, but still needed call centre operators to inform the public what the metro employees were doing and how the public could try to get hold of them.

“But after my ordeal, I now know the reason,” she says.

As far as she is concerned, all the friendly and helpful people are working for the customer care centre and the rest are given a desk and a phone to do with as they please.

“The metro is supposed to be there to assist the public to comply with the by-laws and/or to perform any necessary transactions with them, but this kind of response does in no way help,” she says.

Eventually Mocke had to send someone to the metro offices to get the exact amount before she could visit the office herself.

According to Mocke, on the metro website there is a tab “reading your services”, but this in her opinion should rather read, “your headaches”.

“As there is absolutely no service,” she says.

No comment was received from the metro at the time of publishing.

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Do you have an interesting newsworthy story? Contact the newsroom on 011 812 4800 or send an email to Samantha Keogh (editor), Izahn Krige (digital journalist) or Anna Robertson (journalist)

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Anna Robertson

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