Pathetic behavouir from agent

Good day

Yesterday I made a phone call to query on my home loan *** as I see I was debited on the 30th June 2020 and another debit went off again on the 9th July 2020 so I wanted an understanding that why 2 debit orders are going off for July, the guy that I spoke to had no interest what so ever in the call, instead he was telling me what he wanted me to hear but leaving me confused with no clarity of what I was enquiring about, he went on to 2018 debits which i had no interest on and he confused the entire conversation and on top of that he tells me he has been on the call for 25 minutes and was in a rush to transfer me to insurance department.

What I have picked up here is that this guy’s only interested on his compliance/talk time and rushed through the call and flooded me with unnecessary information so he can get rid of the call, if I was his Quality Assurer this call will deserve an auto-fail. I asked him on HeyNed as I was once able to use that app to check my balances, amount to be paid and he told me he had no idea of what Im talking about and tells me it was a promotion, how does Nedbank have an app and its employees know nothing about? Because that app gave me much useful information then the person I was speaking to.

Right now I have to write an email to get a full understanding of what I was enquiring about yesterday because it seems like I don’t get joy on phone calls.