Private client - repeating request when transferred

Good day

I have not raised this to a complaint (not your client-facing staff's fault), but the following is a source of huge annoyance and time wastage:

I called private absa card as my wife is abroad and her card was declined. We did inform our private banker of the travel for him to make arrangements. Now she is stuck and unable to use her card, therefore an urgent matter to sort.

Spoke to a friendly lady named Omphila. We had to go through the long perfunctory security questions (I understand), and after confirming my power of attorney, and retelling the problem, I have to be transferred to ***** division whom apparently are the only ones able to "activate" the card for use abroad.

Waited almost 10 minutes for someone to pick up the phone ( ********** ), and I can't hang up because minutes are ticking for my wife stuck in a strange country. A lady named Lerato answered the phone, also friendly, and I had to go through the whole long security checks again, and say again what the issue was. Lerato said that she saw instructions that my wife would be going abroad but the card was not activated. I decided to bite my tongue, as that is a level of neglect from someone that should not be tolerated for a private client especially.

Now these two ladies were friendly, which is great, but you should review your internal systems when transferring your client's phone call to someone else inside ABSA. If you made them go through all the security checks AND you know what their query is, make sure the person inside ABSA you're transferring them to get all the information that your client does not have to repeat the story again, AND go through all your security checks. This is not just efficiency and saving your client his or her valuable time, but it is also plain courtesy and good telephone etiquette.

I'm not sure if this will fall on deaf ears, but I certainly hope someone values the time taken by a private client to give you feedback, at the very least, and take it to your management meetings to improve your client service systems.