Just a Wow

I was going to let this go but I feel that she won't change until her attitude gets addressed and if she did this to me then how many other customers and employees have had to endure her wrath.

I app**** from an investment withdraw through the Cresta brunch in Jan. End Feb my account was still debited so I called the branch, to ensure that they did their part. Emmanuel, the guy who initially assisted me, said that he did but would resend all the docs to the Investment division. End March my account was again debited so I went to the branch on 20/04 so they can sort this out.

I asked for the branch manager, as this was now an escalation case, and was told that s/he wasn't there but Jenny would be able to help. I had a seat at the waiting area and was later called to the front booth, by the entrance, where Jenny was waiting for me.

I told her my predicament and she said that Emmanuel doesn't work there anymore so I should get my daughter, who I was not with at the time, to rewrite the outstanding letter which will be sent through. I asked her why that was needed since the branch first said they sent all my documents through and also they have all the original documents so they should just resend those. She said they have to call Emmanuel to ask him where he put the docks. I asked if they don't have a central filling system where everyone is able to have access to stuff regardless of the consultant being there, like being on leave, no longer works there etc. She said they didn't so I should rather get a new letter then the request can be redone. I told her that I've been exacting the pay-out for months now and that I'm not willing to start from scratch. She just started screaming at me saying “tell your daughter to write the letter or do you want me to write the letter" etc. I calmly asked her what position she held in the company as I assumed she would be senior which would make that whole experience even worse. She said she was "just" a team leader or something like that. I asked her why she was being so defensive though as I simply want her to liaise with the investment department to find out who's really the reason why I still don't have my pay-out.

She just got more excited and continued screaming at me and I asked her why she kept saying she won't write the letter on my daughter's behalf because I didn't say she should. All of this is happening at the front desk by the entrance in full view of customers and employees. When I started yelling back she led me to a cubicle and left me there for a while. She came back all calm and tried to assist me. She didn't even apologise and instead acted like nothing happened. She said she'd call me on the day with feedback which she didn't do. She only called the next day, after I liaised with the investment department directly, and still no apology.

Now, what I want to know is 1) What type of job security Jenny has as surely no employee would just start screaming at a customer if they feared repercussions? 2) Does your customer service training only apply to lower level employees cause this was most certainly more customer attack than service from this senior employee? 3) Do one of the requirements to be a team leader not include having a high EQ as there was absolutely no reason for her to just go off at me, especially in front of her subordinates and customers? Like what exactly is she teaching them? What do the other customers who witnessed her having these tantrums think of your brand now?

This happened around 10:00 and she successfully found a way to spoil the rest of my week. I'm livid that a senior would dare speak to me like that just because I want my money back. She has a serious attitude and anger issues that urgently need to be addressed.

Please deal with this and I look forward to your feedback.

Regards Brenda K