Rude WesBank Call Centre Agent

I am writing to formally lodge a complaint regarding an interaction I had with one of your agents from the collection department on 10/01/2025 @ 15:13.

When I answered the call, there was silence on the other end for approximately three minutes despite my repeated attempts to engage by saying hello. Eventually, the agent picked up her headset and responded, and we proceeded with the call involving ID and verification. From the outset, the agent seemed very agitated. I explained the situation, but she appeared unhappy with my response.

The agent accused me of not paying my account on time, despite my adherence to the payment schedule. I asked her to confirm the last payment dates, which she acknowledged were indeed on time. Despite this, she refused to transfer me to a supervisor when requested. I found her demeanor emotional and unprofessional.

Furthermore, she refused to log a formal complaint and insisted that she would only put me through to a supervisor or log a complaint if I provided a specific date for a callback. When I asked for her name, she refused to provide it, repeating that she would only give her name if I provided a date.

This conduct is not in line with the standards expected of a corporate company, and it has negatively impacted my perception of WeBank. The agent’s attitude and rudeness have brought the company’s name into disrepute and likely contravened your policy on fair customer treatment.

I request that this matter be treated as a formal complaint. The agent in question requires further training in soft skills and supervision when handling customer calls.

I trust that you will address this issue promptly and take the necessary corrective actions.