Tedious process for mundane tasks.

I called this morning to increase the debit order you are deducting from my account. Firstly the young lady who was assisting me told me she could not help with a student loan request and I have to go to the branch. She had not asked for my ID number, verified who I was and checked on the system what is happening with my profile. I had to ask to take my ID number and check my profile.

That is the first thing you do, you cannot not advise me on my account if you have not verified who I am and what is happening with my account. Why you are guys sending clients to branches for transactions that can be completed within 5 minutes over the phone like other banks do. The last time I went to the branch they told me they could not assist me, I need to call the call center.

Very disappointed in your service really. Make it easier for your clients to transact and teach your agents telephone etiquette.