Truly Pathetic Service

I requested an account downgrade by way of the banking app on the 11th of July 2019 at 12:42pm. I was advised that I would be contacted within 3 to 5 business days for purposes of confirming the downgrade and was given reference number CAS-***-S4L6C3.

On Monday the 15th of July 2019 at 08:01am I received a call from ***, which I could unfortunately not answer due to being in a consultation. Upon finalizing the consultation, I checked my emails and saw that I had received an email from *** at 08:04am (with reference number: CRM:***). This email advised me that a Premier Banker had tried contacting me (i.e. the call at 08:01am) and that he was unsuccessful in doing so. In light of this the banker requested me to indicate when he could contact me.

I re**** to the aforementioned email at 10:54am on the 15th of July 2019 by indicating that I could be contacted at anytime for the remainder of the same day. I also explained the nature of the downgrade which I requested in my reply.

In addition to sending my response as aforesaid, I phoned the bank on *** at 11:36am on the 15th of July 2019 and reiterated my request for a downgrade.

Following all of the above, I received no response whatsoever, nor was the downgrade given effect to, by 11:55am on the 18th of July 2019. I therefore, once again, contacted the bank on *** and, over a total duration of 8 minutes and 41 seconds, explained the relevant history and that my request had yet to be attended to. I also made a point of specifically placing on record that I have made up my mind regarding the downgrade and that I do not require any discussions in order to make an informed decision regarding it.

The banker who assisted me on the 18th of July 2019 indicated that she had expedited my request. The reference number pertaining to the last-mentioned telephonic discussion is Rl***~10.

Suffice to say, this review is being posted at 08:47am on the 19th of July 2019 due to the fact that my request still has not been attended to.