Extremely poor handling of query by call center staff

On or about the 17th of May 2018, I received an SMS message from my banking provider advising me that Home Choice was requesting my details including Bank Statement for the purposes of opening an account in my name. I contacted my bank but was not well on the day in question and was confused about the action I needed to take. I contacted my bank again on the 18th of May 2018 and they then advised me that I needed to contact Home Choice directly.

I did so, and spoke to a woman in the call center who gave her name as Yolanda Herm****. The call took place at approximately 16h45. I was clearly in distress, but Yolanda was rude and kept going off the line and I could hear laughing in the background. I felt like Yolanda was not taking me or my query seriously, but she did confirm that someone had opened an account using my details and that the products ordered by this person/people were being delivered that day. Once again, she seemed to find this amusing. It was very upsetting for me.

Yolanda advised that I would need to complete a "dispute form" so I provided her with my email address so she could send this to me. She also advised that the matter would be flagged with the ***** Department at Home Choice. She then asked if I would like to complete a telephonic survey to rate her service, which, given the fact that she was rude and kept going off the line and laughing, I felt that I did want to complete. She then placed my call on hold and I was never transferred to any "line" which would have allowed me to complete the survey - given Yolanda's attitude, I believe this was deliberate. She also never sent me the dispute form. I had made every effort to communicate my email address properly and I therefore also believe that her failure to send me the form was deliberate. My concern now is that the matter may not even have been reported to Home Choice's ***** Department.

I am stunned that call center agents are not trained properly to deal with people who are in a situation where their details have been ****** and ********** accounts opened. The way I have been treated by Homechoice's staff is appalling.