Dissatisfied customer

Please help me understand your business operations model at your credit card call centre. Your call centre agents are dependable on another call centre team who calls themselves "specialists" to answer questions that the frontline call centre cant answer? but then you allow the customer to stay on the line whilst your frontline agent enquires from the specialist on how to go about solving the question asked by the customer? re-read the above and see if it makes sense because I could never put my mind around your business process. how did it make sense to you from a customer satisfaction perspective. who was the bright crayon that made such a decision and how did you guys run with it without seeing this cannot work?

ive called twice and did not get simple feedback or logging of my query on my credit card. I am being charged for services that has not been rendered to me and each time I call I either get put on hold for some time or get told your specialist are not in..or that they have just closed their lines. your poor front line staff who are not given the proper tools or product knowledge have to deal with customers because of your lack of operational s****s. come on guys. do a seemless change that has the customers best interests at heart.

Please get somebody to contact me because twice I have given my details and I haven't received any call backs.

Regards