Extremely Poor/Pathetic Service

I had an ordinary query on my account, that could have been resolved easily when i contacted your head office: I took out a consolidation loan which covered my existing loan and my edgars account. My first installment was due for the 29th July 2018, and i was advised that my previous loans installment would not go off as there is no longer a balance on that loan. i was advised that if the installment was deducted via debit order, that i should just contact the head office and make them aware of this in order to process the reversal.

Today i contacted the Head Office at 15h06pm, the IVR asked me to type in my ID number for verification purposes, then i proceeded to do so and was transferred to a consultant, after 10 seconds of waiting to be greeted as i could here noise in the background, i had to say "hello" before i was acknowledged. I had to ask the consultant to repeat his name three times as he kept on rambling the initial greeting on the call. i informed him of the query listed above, then he asked me for my ID number? Which confused me as i already typed in my ID number via the IVR. I questioned why the process has to be duplicated for requesting the information and he informed the it is due to security reasons as the calls are recorded (still doesn't answer my question), and i advised him that he was supposed to state in the beginning of the call that the call was recorded when he probed me for my ID number. I gave him my ID number, he asked me to wait on the line, 20 seconds later he continues speaking to me as if i wasnt waiting (in other words he didnt even say thank you for waiting). Then he rambles about the system being slow, then asks me if i settled my previous loan (the information he should have access to, and also has nothing to do with my initial query), but doesnt wait for a response from me, so im safe to assume he made a statement instead...? Eventually after he came back to earth he now wants to confirm some details on my application (example. address, contact number, etc), thats where i drew the line as all these "security" questions should have been asked right off the bat. I requested a reference number for the call, he gave me my account number, then i requested to speak to his team leader. He advised his team leader would be going to a meeting and no other team leaders would be available. I requested to be contacted by 17h00 at the latest by his Team Leader which gave him ample time as my call was made 2hours prior.

I have not received a call back Your scripting vs process is backwards Your staff doesn't deliver a service by answering calls withing a 3 second window Effective listening is not app****