Customer Service Agent with no Knowledge of Company Protocol

After loan application being declined, A call centre Agent by the name of Cliff called this morning to give me feedback on my complaint, according to Cliff my account status have not been updated on the credit bureau by FINCHOICE and He does not know how long it will take to update the account status, and this matter cannot be escalated to any department and as a customer I need to call TransUnion myself so they can update the account status, which I did and spoke to a lady by the name of Phumzile and she said they cannot help me however FINCHOICE need to call them to update my account status. As a customer am falling to understand why I was called by an *********** Agent and given wrong information? and why do I have to call TransUnion not Finchoice? and Why is there no one to escalate the matter to so this issue can be resolved?

Training employees and keeping them informed about policies and protocol as well as escalation process is important to save the company reputation.

Ever since I started my relationship with Finchoice this is the first time I experience this kind of bad service and stupidity.

so disappointed