Poor Customer Service and Unauthorised Monthly Charges

Dear Customer Service Team,

I am writing to express my utter dissatisfaction with the experience I have had while attempting to open a new credit card account with your institution.

I made several attempts to contact you through the messages available online, requesting a callback regarding opening a new credit card account. Despite leaving numerous messages, I was never contacted.

I eventually called your call centre myself and explained that I wanted to open a new account. During the call, the consultant informed me that I apparently have an existing account which I never activated or used. I was also informed that I have been charged a monthly premium for this account despite never activating or using it.

I find this extremely concerning and would like a clear explanation as to how these charges were incurred on an account that I never activated or used. I specifically advised the consultant that I wanted to open a new account, but that the existing charges needed to be investigated and reversed.

The consultant then placed me on hold for an extended period. After waiting for some time without receiving any meaningful assistance, I ended the call, hoping that she would call me back. Unfortunately, no one contacted me.

Approximately 20 minutes later, I called again and had to explain the entire situation from the beginning. The consultant then instructed me to log into the app. While I was doing so, the call was disconnected. Once again, I received no callback.

I am extremely disappointed by the level of customer service I have received. I made multiple attempts to obtain assistance, yet on each occasion I was either not contacted, left waiting, or disconnected without anyone taking responsibility for resolving my query.

This has been an extremely frustrating experience, and the manner in which my query has been handled is simply not acceptable. I hope that your organisation will take this complaint seriously and resolve the matter promptly.

I look forward to your urgent response.