******* Service at African Bank

TERRIBLE SERVICE AT THE AFRICAN BANK CUSTOMER SERVICE CENTRE/CALL CENTRE:

I have been with African bank since 2019 when i opened MyWorld Account, i would like to complain here because when you call them they cut calls, when you want to send a complain online on their website the page is not found it gives you an error message.

Yesterday the 13th of June 2025 i called them wanting to request my previous statements dating Feb 2021, the person i spoke to wanted to verify me by sending a link on whatsapp, the link came in, i didnt have internet data to use it, he advised a pop up message will come through on the registered cellphone number, while we were waiting for the pop up, he took me back to the queue, the pop came in, i selected 1, and was successful but he was no longer with me on the call, that is the 1st complaint i have, he was impatient, he failed to wait for the pop up he sent, he is aware of their slow systems, he decided to take me back to the queue where i will have to wait for another 5 minutes to get to a new person who had to start the process again, fortunately i was able to be verified my request was logged i even got a reference number, later the same day i received an sms saying my request could not be met due to unable to reach customer, which is untrue, at 19;00 i received that SMS, they never called me, they never even tried to call me, they failed to fulfil my request, someone didn't wanna do their work, and decided to drop it and **** to say i was not reachable, nonsense!. Today the 14th of June i called at around 12h30pm, the person i got did exactly what the person i spoke to yesterday did, she sent a pop, and decided to put me back on queue, why? Why are they not patient? Why are they not friendly as the IVR says i am going to be put through a friendly consultant, which friendly consultant? These people are full of themselves, they are not patient, and they do no know what customer service means. I did explain to the 1st 3 consultants that i spoke to between today and yesterday that as they are encouraging us to put our id numbers and get self authenticated by the system before we get to them, that option is not there, there IVR is configured poorly, i don't know who is that person who came up with such a nonsensical idea to complicate the process, even the agents that i spoke to failed to understand that the IVR is not as how they explain it to be, there is no option where it says put in your ID number, but they kept referring me back to the queue to do that even when i insisted that it is not there, i told them that the only thing that is there on the IVR is when the system asks you to press one if you want to be verified using a registered cellphone number, when you press one it fails to verfiy, because it didn't ask for my ID number first to pull up my profile and verify using my details, what kind of a system is this, as i was calling using my other number because it is there that had enough airtime to call, i couldn't be verified, what an inconveniencing innovation you have! i told those agents, instead of them listening to me and taking this up to be looked at and reviewed to make sure it caters for all your customers they didn't wanna listen, they insisted that their system is working fine, fine for who? My mother uses this bank also, to get her pension, she doesnt have a whatsapp, in case she does not have airtime on her cellphone, she requests my phone, so she won't get help because your IVR is only confirgured to verify you when you are calling from a registered cellphone number? What about this case? Where i called using my other cellphone number, IVR failed to verify me, i went on to the agent, who was impatient, who had an attitude, who didn;t want to listen to me, even when i asked to speak to a manager instead, as she was not willing to listen or assist, she kept telling me i failed verifications, which verification? When i didn't have internet data for that link sent on my WhatsApp, when i waited for the pop to come through and it didn't come immediately but did come and i did accept, her system told her that i failed verifications, what kind of a nonsense is that? the 2 agents i spoke to today failed to put me through to a manager instead they cut my call. You know i have a lot of people complaining about your service at branches, your call centre and your technology, you are doing nothing, the people that are supposed to be assisting, listening and taking out frustrations up to the relevant people to be resolved, they are not, they have attitude towards us, i have 5 family members who are using this bank at the moment, i will tell them what i have encountered as customer service experience, they will decide whether to stay or pull out, i will share this with as many people as possible, the ******* service i have received from you, with no one willing to step into my shoes, how can i spend more 2 hours in total only to find no help! I will campaign and make sure that even those that do not have a platform to vent out their frustrations with your service are given a platform.... we shall run away from such people who have no care for their customers. *******!!!!