Bad Attitude

I sent documents from a standard bank branch in Boksburg round about the 13/14 Nov 2017. The gentlemen that assisted me advised that Monday the 20th I must call them and push that they send me the documents I am looking for as they are relatively slow if you not pushy. I phoned them on Tuesday and I was told my query would take 7working days of which then only I will be advised which consultant is dealing with my query. (this means that it would take 7days even after they acknowledged they got my documents, to get someone to deal with it, anyway)afterwards that assigned consultant will call me and only then assist me. The 7th working day was on the Friday the 24th Nov. No one called me. I phoned back Monday the 27th Nov and I was told Lucille Lodewick is the consultant assigned to my query and they gave me her direct number ********** 371. I phoned her twice in that day and left voice mails on her phone with no return of the phone call. I then gave her Tuesday, nothing, Wednesday I phoned and a lady advised me she isn’t at her desk however she is at work, she will return my call, she will take a message. Unfortunately I didn’t take the name of that consultant down however I asked her if she didn’t return calls when I left the voicemail, how sure am I that she would return this one and she said she would make sure she does. I knocked off at 6, she didn’t call me. Today I phoned and PROMISE XABA answered the phone. I told her what the nature of my call was and my words were” I am not putting the phone down today until I get assistance as Lucille isn’t returning any of my calls since last week) she then asked me for my late dad’s ID number, which I gave. I have laryngitis and obviously no voice so as I spoke to her, I heard her laughing (which sounded like she is mocking me for sounding that way) which I wouldn’t mind if I am making it a joke, not the other way around. Anyway I let it go. She then said “please hold” and I then asked her what I am holding for and she RUDELY said to me, “to check your query” then just put me on hold for more than 3minutes and then the next person who picked up was Lucille, not her as she had said she was checking my query. (please listen to that call it happened today 29/11 at 10:39+-

Now this is the estate late department we are talking about. I feel like that should be the most sensitive department that deals with people as when you call there most of the time its clients that are dealing with a loss of a loved one. Having to call back and forth to get a query to be resolved for one is uncalled for. Then when you finally get assistance, its rude stuff that make you feel ridiculous and you can even feel the mockery in their voice. I am very upset by it. this is behaviour I will not stand for especially because I worked with clients a since I started working and in very big reputable companies and customer service has always been the main focus. If at all you treated a client in that manner, consequences would follow. What in the world is the bank that is to service me turning in to if we are going to have such, where should we go? This is the same company that will most probably require my business the minute I get pay outs from my dad’s estate. I need feedback regarding this matter and a call from this girl once she has been dealt with. I will not tolerate any more of this behaviour.

Your speedy response in this regard will be highly appreciate Pulane Mohoto ********** Dealing with dad’s late estate account ID ********** 872086 RT Mohoto