The worst, most appalling treatment and service

I am writing on behalf of my mother. I am truly appalled, dumbfounded and shocked about the way she was treated today by a Virgin Money employee. I still can't believe it.

My mom called Virgin Money in order to increase the limit on her card. She had to call twice because the first time she called the operator, Thabiso, hung up on her. When she called again, she asked Thabiso why he hung up on her. His response was that he was talking to someone else. My mom asked if she could increase her limit. She has done this before with Virgin Money, and had no problems. However, her experience today was extremely unpleasant because this operator was unbelievably rude and offhand, he didn't speak clearly, and he treated my mother like she was an idiot.

When she told him that she wanted to increase her limit, he asked her a series of 'security' questions, which is understandable. He then asked my mom if the answers she provided to the 'security' questions were true. My mom said, "Yes". Next, he asked her if there was anything she would like to update. She said, 'No'. He responded by stating that my mother was a ****. To me, the only reason why he called my mom a **** is due to the fact that he was thinking about the previous question, because how on earth does my mother answering 'No' to his question about whether she wanted to update anything make her a ****?

Thabiso clearly does not know what customer service entails. Service is the action of helping others. He had clearly done my mother a disservice by being rude, being brusque, treating her as if she were a *****, and, above all, accusing her of being a ****. That is not how you treat anyone, let alone a customer. My mom has already closed her Absa account to join Capitec, I think closing this account and opening an account with a bank that knows how to treat people in general, not just customers, would greatly enrich our lives.