Incompetence

I called the call centre today and my call was answered by Thabo. He then said he's transferring me to the Internet Banking Dept... I waited on the line and finally got through to Bevin, who said he is unable to assist as this is the Credit Dept. He then transferred me to another dept. I was assisted by Melissa, who wasted my fvcking time!

She didn't listen to me or summarise my query to understand the reasons for my call. What do you teach your agents in QA?

Anyway, the reason for my call was to cancel all access channels on my account.

I do not have an account with you guys, just a credit card and a personal loan.

So I do not use Internet banking or mobile banking, yet I am being charged every time for Internet banking.

I called to cancel and this silly girl went on to explain that she first wants to see why I'm being charged it... like did I ask why ? I asked to cancel.

Then she placed me on hold AGAIN and when she finally came back she told me that for a refund I need to visit a branch. Once again, DID I ASK FOR A REFUND?!

JESUS! JUST CANCEL EVERYTHING AS I ONLY USE MY CREDIT CARD TO DO CASH WITHDRAWALS AND POS TRANSACTIONS, NOTHING ELSE!

I work 6 days a week and don't have time to go to a branch.

Please just cancel EVERYTHING and coach your agents on implementing H.E.A.T (Hear.Empathise. Apologise. Take action) on their calls and not to assume the reason of the call. Because that's how you get irate clients!

Thank you.