Call center is useless and call agent had a bad attitude

I called two weeks ago requesting my address to be changed on my statement as it was still reflecting my old address and this makes it difficult whenever I want to transact as a "Proof of Address" is always required.

After holding on the line for over 10 minutes the lady who assisted me made the changes and said it would reflect on my next statement.

When i received my statement via email yesterday, 6 September 2017- it hadn't changed. I called the customer care line again and waited 16 minutes then after a consultant named Siboniso Nkosi answered the phone.

His attitude on the phone was one that showed me he was just trying to get rid of me. After calling the call center so many times you get to learn how things are done from answering all the security questions before they allow you access to my account. He didn't do any of that. he just asked me what my address was and ask which province - did not ask for the spelling / the city / the postal code nothing! then when i attempted to correct him he put me on hold for a further 8minutes then hung up the phone.

So i called again and waited another 13 minutes before anyone answered and by some miracle the same Siboniso Nkosi answered. When i confronted him on what he had done his response was " me? i hung up? I was on another call - BUT anyway LETS MOVE ON"

His attitude stinks and his tone was so rude and I as a customer felt so disrespected.

My initial mistake was not asking for a reference for that first call but i wasn't going to make that mistake again! I asked for a confirmation of change of address or my statement to be emailed to me and he said he would do that but I didn't believe him because I could pick up on his tone that he was being sarcastic. Then i asked for a reference for my call and he proceeded to tell me he would email it me along with everything I asked! I REFUSED because calls are recorded and it is my right to request one. He then gave me the Reference: ********** 55

Thereafter - the email i received from him was just a typed out thing - with NO REFERENCE number.

I've been a customer for 2 years and I am honestly not happy about the service that they offer. Especially because we hold forever just waiting to be assisted and when we finally get through - someone *********** is waiting for us on the other line!

what a let down