Poor experience

Formal Complaint: Poor Service and Denial of Settlement Letter Request

I am writing to formally lodge a complaint regarding the service I received from your contact centre earlier today.

I initially called to request a settlement letter for my student loan. During this first call, the line was abruptly disconnected while I was still engaging with the consultant, which forced me to call back.

Upon calling again, I was informed that I had failed a security verification question a claim I strongly dispute, as I am confident that I provided the correct information. I was then advised to visit a branch, which I find both inconvenient and unnecessary under the circumstances.

This experience has been highly frustrating. Not only was my call mishandled and disconnected, but I was also denied assistance without a fair opportunity to complete the verification process. I am requesting the following: Immediate assistance in issuing my settlement letter; and A review of the call handling and verification process I was subjected to. I intend to settle my loan, and I expect this process to be handled efficiently and professionally, without unnecessary obstacles. Please treat this matter with urgency and provide feedback at your earliest convenience. Kind regards,