Worst Banking Service Experience I’ve Had

For an extended period, I have been attempting to resolve a matter relating to my home loan, however I have encountered continuous service failures across multiple channels.

When contacting my nearest branch telephonically, my calls are automatically diverted to the call centre. At the call centre, I am assisted by agents who are unable to address my query due to it requiring subject matter expertise. The agents are unable to transfer me directly to a home loan specialist and instead communicate with an expert on my behalf. Unfortunately, the outcome of this process is that I am repeatedly referred back to the branch.

Upon visiting or contacting the branch, I am assisted by service advisors who likewise are not subject matter experts in home loan matters and are unable to provide accurate or conclusive guidance regarding my issue.

As a result, I have been redirected between the branch and the call centre continuously, without resolution. To date, I have explained my situation to approximately fifteen different consultants, yet my matter remains unresolved.

This experience has been extremely frustrating, time-consuming, and disappointing. I believe it is unreasonable for a client to be required to repeat the same issue multiple times without receiving ownership, accountability, or resolution.

My request is simple: • I require one dedicated contact person or home loan specialist who has the necessary authority and expertise to manage my query from start to finish.