Simpler, better, faster - NOT!

Contacted your call centre today (***) requesting a dispute form to be emailed to me because I have a dispute on a charge to my credit card. The bright spark on the line told me that they don't mail the forms out but I have to go IN to the branch to have the form filled out in the bank! I was in complete disbelief because I had received the form by email before. <br> <br> What exactly am I paying a monthly service fee for, over & above the exorbitant interest rates I'm already paying? If your staff can't speak & understand English, then they should not be fielding calls from customers in English. There was no misunderstanding as I asked her whether she was sure about this...<br> <br> I think a refund on this month's service is in order for the inconvenience, petrol & parking I had to pay!<br>