Formal complaint regarding poor customer service

Good day,

To whom it may concern.

To say I am appalled by the service I received from a certain Maven Chetty, who is a service consultant at your bank, is an understatement

Please accept this email as a formal complaint regarding the poor service I received while I was tirelessly trying to resolve an issue relating to my Everyday Banking account, which was placed on hold.

After numerous frustrating attempts to have my matter addressed, my final interactions with your consultant was particularly the most disheartening and unacceptable. During our call, the consultant repeatedly asked me the same questions, which did not resolve the matter and only heightened my frustration. When I questioned his approach and requested to be transferred to the ***** department, he continued to persist with unhelpful questioning, claiming it was part of the verification process.

Not only did this prolong the issue unnecessarily, but his tone was quite condescending and dismissive, which is an attitude that is entirely inappropriate, especially when dealing with a frustrated customer. Despite my initial request, it took considerable insistence for him to transfer me to the ***** department. Once connected, the ***** team resolved my issue in less than a minute or two. This was a resolution I had been seeking all morning and half of my afternoon.

Although this was finally resolved, I am left extremely dissatisfied. This was an act of a lack of urgency, professionalism, and respect for customers, which is not what I would expect as a valued customer.

I kindly request that you address this issue and take the necessary steps to ensure that such behavior does not recur. I believe your consultants should be trained to handle customer frustrations with empathy and to escalate matters promptly when they are unable to assist - not cause further frustration.

I look forward to hearing back from you with confirmation that this matter has been addressed appropriately.