Shocking Customer Service

So, with everything happening, (COVID), life has been difficult, especially the fact that I work in Tourism, so as you can imagine, difficult is an understatement. I took the decision to look into debt consolidation.

I contacted Nedbank, but then decided, let me stick to the my bank, Standard Bank. After sending the email request and asking someone to PHONE ME, to let me know what it's all about, I waited the allotted time given in the email.

I get a reply from a Justin Van Rooyen with a Welcome Letter attached. In the email it says, please send your ID number to see if you qualify.

I reply, asking again, for someone to PHONE ME and what affect this has on my credit etc. I forgot to send my ID number, so I immediately reply again with my ID number. With this I get 2 x replies from 2 other completely different people. Lerato Zwane and Gershwin Smith. And then I get another reply from Justin Van Rooyen, which I did not appreciate. Either he copy and pasted the email someone sent to him or he has no email manner or customer service manner at all, Referring to me, in an email to me, as "the client".

So here is my complaint - as I am a client, and am asking for a service, your customer service SUCKS! If Justin Van Rooyen is the first person that picks my email up (I assume all emails go to one address and dished out on a first come basis to your staff), then should he not continue/be in charge of any queries of mine going forward? Not 3 different people dealing with my questions etc. Don't you think this way I wouldn't have to explain myself over and over and over again? I mean come on, this is actually so basic, that it BLOWS MY MIND that something so simple falls so short.

If I ask you to phone me, 3 times, shouldn't someone phone me to explain what I'm asking you to explain to me. This is possibly a big decision that I shouldn't take lightly, yet not one of the three people reading my emails could be bothered.

And then lastly, in one of my emails, I mention I am working from home, so I am unable to print and complete and send forms back to you. What do you think happened next? In that lovely email Justin sent to me, he sent docs that can't be edited on my laptop. But had to BE PRINTED, COMPLETED AND SCANNED AND EMAILED back. Seriously??

You know, customer service is something I can do in my sleep? The people you have working for you, clearly need to trained a hell of a lot more than you have!