Inefficient Processes

The process of changing my debit order date has been tedious, time-consuming, and inefficient.

On January 24, 2025, I visited the Benmore branch after being referred by the client services team via telephone. Despite spending over 30 minutes with a consultant, my query remained unresolved. I was given a reference number and instructed to return on a weekday.

During this initial visit, I was informed that my employer was not listed on the database. However, the consultant assured me that they had created a new entry for my employer, which would facilitate a smoother process the next time I came.

When I returned on January 27, 2025, I was disappointed to find that my employer had not been added to the system as promised. This meant that the entire process had to be restarted from scratch, resulting in another lengthy wait exceeding 1 hour. My query remains unresolved.

Furthermore, I was frustrated to discover that the branch consultant needed to contact another department via phone to assist with my query. I find it unreasonable to expect customers to visit a branch in person, only to have the consultant initiate a phone call to resolve the issue. This defeats the purpose of visiting the branch and adds unnecessary complexity to the process. The line even dropped one of the times I was speaking with consultant over the phone.

The root cause of the delay appears to be the consultant's need to contact another department, which involves speaking to multiple individuals before reaching someone who can assist. This has led to a disjointed and frustrating experience.

In contrast, I have found that changing my debit order date with another bank was a much simpler process.