Appalling Service

Absolutely appalling service from my bank.

I have never experienced such a frustrating and unacceptable level of service. A client had to request a confirmation of business insurance FIVE times, and on every single occasion, the letter came back with either incorrect information or critical information missing. Five requests. Five opportunities to get a relatively simple document right — and somehow, it still wasn’t done correctly.

What made the situation even worse was the attitude of the consultants. Instead of taking accountability, the consultants were rude, defensive and completely dismissive. Not a single person acknowledged the fact that we had been inconvenienced repeatedly or that the service being provided was, quite frankly, deplorable.

Zinadine was the absolute worst. When I requested to be transferred to someone senior who could actually assist with the matter, instead of escalating the issue appropriately, she/he simply cut the call and transferred me to another consultant who had absolutely no idea what she was doing.

This is not customer service. This is a complete failure of customer service, accountability and basic competence.

Mistakes happen — that is understandable. What is not acceptable is making the same mistakes repeatedly, failing to take ownership, being rude to a frustrated client and then passing the client from one *********** consultant to another without actually resolving the problem.

When a client has to call FIVE times for the same thing, the problem is no longer a once-off mistake. It is a systemic service failure.

Do better. Your clients deserve better. Client:Boithabiso Comfort Mokwena