Below the level service provided

I called into the customer service contact centre to request for assistance on a facility I have,I spoke to Mokgomotsi who then requested my ID number to access my profile. He then advised that he would send me an authentication message,which he did and I accepted. After some moments he asked if I had received the authentication message,at which point I had long accepted the prompt.

He then returns to tell me I have failed the security check,despite having been successfully authenticated with no security questions asked. I ask him what happed because on my end all is good, with no further or elaborate explanation,he then says I must go to the branch to have my finger prints taken as my profile is locked and they are the only ones who can assist me. I advise him that it’s currently inconvenient for me to go to the branch, and he insists there’s nothing he can do I must just go to the branch.

I request to speak to someone else and he says there’s no one else I could speak to,I ask for a team leader and he says he has sent a message for someone to call me, then he puts me on hold and eventually the line cuts off with no one having called me back either.

Oddly I call back and the next person I speak to is able to assist me with no issues and no mention of my account being blocked.

I’m now left to question the level of service provided by and what it is that this gent might have done to my account to have it locked . Or was he just not keen to assist or if he just has no service in general.

I would have thought the whole point of digitising processes and services was to minimise branch contact for better convenience.

Perhaps in an effort to correct behaviour and ensure efficient service at the required level is provided, Mokgomotsi should be trained or refreshed on customer service as well as objection handling to curb any further instances of a similar nature.