Billing query not resolved

This is the most frustrating experience I've had with a company. This a bank. A financial institution that did not assist me with something as basic as a transaction ID or reference for a deduction I needed to query. Every person I spoke to had no intention of helping. They simply transferred me to any random department after finding that something was possibly not within their scope. It's pathetic to see. Not one person tried to help me resolve a billing query from a bank. A Billing query. The very thing the bank is responsible for. Managing and protecting the movement of funds.

I've been on the phone with your call centre for 4 hours.

I've been transferred to a different AND WRONG DEPARTMENT 5 times.

Every piece of information was useless.

I noticed a charge on my virtual card that I didn't authorise.

I contacted the merchant (based on the billing descriptor) who could not verify the charge and requested a transaction ID.

The app does not give transaction IDs so I called your contact centre.

The first person transferred me to online banking. The second person then said that because they're offline they can't assist but will put me through to online trading. The online trading person said they can't assist me with what I need but need to call this number ***. Great news, this number does not exist.

I waited a while and then called back. This person advised me to go onto the what's on my card website to review the details of the transaction. I added my card number and then required a sequence number from you. The agent was not able to give this to me because the system was offline, but promised to call me back. I confirmed my contact number and ended the call.

I waited a while and then called back for a third time. The new agent assisted me with getting a statement from the what's on your card website. Which is also ridiculous. Why should I have to call you to get a sequence number to log into a website to get a statement for my account? That should be accessible to me without having to contact you. The statement gives no transaction ID or reference. Just the date, billing descriptors and amount. So again, still at the same place I started.

I explained the reason why I need the transaction ID or reference. I noticed a deduction on my virtual card that I didn't authorise. I contacted the merchant based on the billing descriptor detail. Because I have a subscription with this merchant they checked their system and could only verify my monthly subscription fee which I authorised, not the additional amount that was not authorised. They explained that in order to locate this charge they need a reference or transaction ID , which is completely understandable. Because I couldn't obtain this information from the app I needed to contact this useless contact centre.

The newest agent advised me that the online department can assist with getting a transaction ID or reference seeing as the statement didn't provide this and so they transferred me AGAIN.

The person I was transferred to can't help me with getting a transaction ID or reference so they had to transfer me again.

I waited on hold for 35 minutes and noone answered my call. I ended the call.

So much time wasted being transferred to the wrong department. So much time wasted on waiting for a call back from the bank. So much time getting no insight from each person I spoke to. Not one person offered to hand this over to a manager, to look into it themselves. They simply listened to my question and gave the most generic careless responses. They was absolutely no focus or intention on resolving my query.

The social media team is trying to keep things light and fluffy by asking me to send them a DM. No help and no response received.

It's clear you aren't concerned with investigating and assisting me with wanting to know about an unknown charge.

The set up around your contact centre is poor. They're clearly put there just to answer generic questions, not assist customers.