ABSA Agents unprofessional and need training. They keep dropping the phone on me, lazy to read and make no notes

Standard of service is dropping at Absa Home loans collection department. They keep dropping the call on me an never call back. The last guy was rude and sounded like he needed training.

My account was in arrears and I made an arrangement two months ago. But somehow the arrangement was set to cash (or direct deposit) as opposed to debit order. I am not blaming them for this, I do not recall asking for debit order and perhaps made an assumption. A lady called yesterday and we spent time going through the issue and how it might have come about that the account defaulted on the arrangement. At each point, she put me on hold and played music without any warning. When she came back after another longish conversation, I asked her to kindly check the balance as I had deposited an amount which I believe would have dropped the current balance significantly to what she was quoting. She again put music on (luckily this time with warning). She somehow dropped the phone on me while I was still listening to the terrible music and never called back. Whether that was by mistake or intentionally I do not know, but she never called back. Today an unprofessional agent who seem to understand very little of what I was saying to him called me. He sounded so lost and decided me tell me he is unable to proceed with the call and dropped it. This is after all I was asking for him to do was to read the notes from the system to find out how far the other lady had left me off as wasting another 30 minutes going through the same thing would be unfair on me, (I had a meeting immediately coming up and had to prepare for this). I told him either the lady did not capture the details or he had not gone through the notes before making the call. Either way it was an issue with their processes or someone was not doing their job.

Clearly this young man is not fit to be working with people, especially when I was simply highlighting a fault on their process and his execution of one, and somewhat laziness on his part or colleague to either read or make notes. He seems to obviously lack experience or understanding of how to deal with people, let alone a client. Sort of making me feel like I owe him personally and regret ever doing business with ABSA.

I need to know, where to from here? Because obviously none of the people that called me know how to handle a simple call nor do they wish to remain professional about it. And I must say in the past the experience had been very good and these past two calls just do not make sense to me.

A customer with lots of business with you and loosing faith.