Poor call centre and management service

<p>I have never experienced such poor, unprofessional and empty promises customer service experience as I have since the 16th of January 2017. I have tried to be understanding and friendly but now this is not fun anymore. Attached are two screenshots of today's phonecalls to Wesbank/DirectAxis which started at 10:45am and last attempt was at 19:33pm tonight to get some resolution to my loan payout, as since the 16th of January 2017, every call centre agent and team leader, I have spoken to has given me the exact same reasons and I quote: <strong>"you have an additional income which you have to verify the additional income" </strong>and <strong>"there is a error in which you getting money so i am going to speak to the technician now, <span style="text-decoration: underline;">you will get your money before the end of today</span>"</strong></p> <p> </p> <p>The first agent I spoke to this morning <em>(I did not get her name during the phonecall as well as on the call recording)</em>, was arrongantly persistent on getting the information, <strong>she promised me that it will be the last time that I will have to confirm the required information and that I will get my money by the end of business today</strong>, to which I provided the information.</p> <p> </p> <p>At 16:45pm, my last attempt for the day (so i hoped) I called again.</p> <p>After holding on for 9 minutes and 49 seconds an agent attended to my call, once again name was mumbled so no name to be provided accept the call recording (if requested). I asked for an update to which, no suprise, I was requested once again verification on my additional income to which I refused to provide as I have been providing this ALL DAY. To which the agent notified me to hold as she will be going through my application. <strong>She than confirmed that all is correct and finalised on my application and greeted me and wanted to disconnect</strong> <em>(obviously it was hometime)</em>. I than requested ETA on my loan payout, to which she informed that everything has been received and is finalised but payout has not been done yet due to <strong>"system issues"</strong>. No ETA on request could be provided and I got notified that my application would be transfered. After asking when this will be attended to and if I should hold on the line, she notified me that she will do it immediately and I do not have to stay on the line to which I asked if there is someone that can help with this now and I will hold. She than notified me that she will be requesting someone to assist with it now and I must hold. She returned and notified me that her team leader will be doing the transfer, to which i requested that she transfer my call to mentioned team leader to which she did.</p> <p> </p> <p>3. <strong>Zaheer</strong> - After introduction and review on my account, Zaheer notified me the same thing that the previous <strong>SIX</strong> call centre agents did the whole day. He notified me that he is the <em>supervisor</em> for this evening and that he will call the IT department and log a call to unlock my account as it was locked out due / around my additional income. He ensured me this will not be a issue at all and that he will be <strong>releasing my funds to me</strong>. Yes again the same old story. Thereafter he pleasantly ensured me that he will be handling my account as <em><span style="text-decoration: underline;"><strong>priority</strong></span></em> and that he will call me back when he is done speaking to the IT department as his <span style="text-decoration: underline;"><em>shift ends at 20:00pm tonight</em></span>. To which I was gullible to and agreed. At 18:59pm I called to follow up with Zaheer to which the agent that answered my call did <span style="text-decoration: underline;"><strong>NOT</strong></span> know who Zaheer was, after I notified her he's the team leader she than confirmed that all the team leaders are in a meeting. At 19:33pm I called hoping the meeting was done and that I could speak to Zaheer, to which the agent notified me <em><span style="text-decoration: underline;"><strong>he's not there and he is not working until 20:00pm tonight.</strong></span></em></p> <p>My conclusion comes down to this; this is really by far the most frustrating week EVER with DirectAxis. I hope you will be as understanding with your customers as I have TRIED to be. Is a resolution in sight or what steps will be required next?</p>