Disgusted by Wesbank's attitude and lack of responsibity!!!

Dear WesBank,

I have had an arrangement in place to settle my arrear amount on my account, over 10 months.

I noticed that this debit was automatically stopped in December 2019. I called your collections department and spoke to a consultant by the name of Celeste McCalin (unsure of spelling) who was extremely rude to me, and kept speaking over me to the extent, that I had to ask her to please allow me a chance to speak.

Celeste advised me that the system automatically stopped the arrangement. I do not understand how an arrangement can be stopped without my consent. I then explained to Celeste that I would like to put this arrangement back in place from the end of this month until the arrears are settled and inquired about the interest I have now incurred due to this system issue. I was advised that the only way this could be rectified was to make an immediate payment. I told her this was not possible. I was then asked why did I only call now, and it is my responsibilty to make sure I am being debited. I disagree with this, and told Celest that my responsibility is to make sure there are funds available on the debit date, which I did, but WesBank did not debit me on the agreed date. This is not my fault and Wesbank needs to accept responsibilty for their system gliches. She continued to raise her voice and speak above me to tell me that it is my responsibilty. Who gave Wesbank the consent to cancel my arrangment, and why do I need to pay the incurred interest for something that was not my fault????

I asked to speak to a superior and as usual was told that they were all in a meeting.

Please can someone who has better telephone etiquette contact me regarding this matter, with a resolution. I refuse to pay the accumulated interest which I have now incurred due to your system issues. I just want my arrangment back in place so my account can be up to date.

Is this a way of keeping our accounts in arrears and having the interest build up? I am really disappointed in the service I am receiving. I am trying to settle my arrears and this is posing to be a huge problem.

I also want to request your QA department to please listen to this call and advise me if this is how your consultants are being trained. We call in for help, and not to be harrassed by untrained, and unprofesssional consultants. I await your communication from both the collections department and the QA department.

If time, etc of the call is required, please advise me and I will provide these. I did ask for a reference and was told that there is no reference and I should mention the consultant's name and the call will be picked up on my account.