Unhappy client

Dear Sir/Madam,

I would like to formally lodge a complaint regarding the extremely poor and disrespectful service I received from one of your call centre agents.

I contacted your call centre to discuss an issue on my account, however the consultant spoke to me in a very rude and dismissive manner. She continuously interrupted me and did not allow me an opportunity to explain myself properly, despite me calmly trying to speak as the client.

When I said, “I am the client, please allow me to speak,” the consultant became even more unprofessional and abruptly ended the call by dropping the phone in my ear. I found this behaviour unacceptable, disrespectful, and completely against the level of customer service I would expect from a bank such as Absa.

As a customer, I believe I deserve to be treated with respect and professionalism, even when dealing with difficult matters. No client should be spoken to in such a degrading manner or have a call disconnected while trying to resolve an issue.

I request that this matter be investigated urgently and that appropriate action be taken regarding the consultant’s conduct. I would also appreciate feedback regarding the outcome of this complaint.

Should this matter not be addressed seriously, I will have no choice but to escalate my complaint further to HelloPeter and the Banking Ombudsman, as customers cannot be treated in this manner.

I look forward to your urgent response.

Kind regards,

Danielle Natasha Otto ***