Call centre blues

<p>I would like to share my troubling experience with FNB personal loans call centre and general call centre management.</p> <p>When I as a loyal FNB customer for years have a request which I deem a "normal" request have to deal with call centre agents that 1st of all does not listen properly what your request are, 2ndly get addressed by your 1st name as if they know you personally, 3rdly does not provide you with the correct information, I just have to wonder where customer service, quality and respect went to plus why there is such a thing as a call centre? I feel like i was not treated as a customer but rather another number in the queing system. </p> <p>A personal loan is exactly that, a personal loan, so when I have a request to deduct a certain amount on a certain time of the month, i have my reasons and do not expect call centre agents to go back in history and tell me what i already know. They do not manage my account, I do. How ever i do expect my request be noted and dealt with accordingly. I did not have a querrie or complaint over past transactions, so why the need to check back in my statement and tell me when what went off my account? I feel my querrie was not handled properly and feel FNB should teach their call centre agents to actually listen to their customer`s request before they just start going into a persons history, which had nothing to do with my request! Plus I actually had to provide her (Queenie) with information that she gave wrong from the system. </p> <p> </p> <p>BTW does this mean every call centre agent has access to your bank statement and can just go back in history as they like??? As the call centre i phoned was personal loans, not my normal banking call centre? </p>