Rude , extremely pathetic service - Agent Lusanda

I am reaching out to complain regarding a interaction I just had with one of your agents – Identified only as Lusanda

The full context of the issue is as follows : I started following up this morning on a debt review clearance after confirming the F2 status on the bureau. I started with COMPUSCAN who confirmed that they had updated their systems, Upon going onto my experian report I noticed the flag was still not removed, So i called in. The first 2 agents left me holding for over 10 minutes and on one occasion the call cut off. I called a third time and Lusanda picked up and requested that I hold on the line, 15 minutes after holding the line dropped. No call back received. I called back in again and Lusanda once again picked up. She once again asked for my I.D as if she had never spoken to me earlier. When questioned about why she dropped the call she blamed it on system issues. I proceeded to relay my frustrations to her , and she began constantly speaking over me telling me that there are system issues, and my query is sitting with a "Higher department". I requested to know exactly where my query is and who is dealing with it and she said all she can tell me is that “its at a higher department”. She then argued with me at length regarding my updated status on the Debthelp system and I explained to her that Compuscan had updated their systems on the basis of the same dabt help system. At this stage I was really frustrated and I requested her name and she stated her name is Lusanda and she is the only Lusanda on the floor. As a customer we are spending a lot of time on these lines, sometimes holding for 15 minutes or more and the very basic expectation is that of service.

I think I need to make clear that this agent was completely out of line , speaking over me consistently and trying to get her point across by interrupting and interjecting.

I hope there is a call record on hand for you listen to how she handled the call. The call happened between 13h00 and 13h30.

I need to put on record that I requested her to put in a request for callback to her superior Leah Ramaroka.