INCOMPETENCE OF FINANCIAL SERVICES DIVISION
My wife lost a card a while back. She visited a store to have it replaced, but was informed that she needed to have the APP with her to which the card was linked. As the APP is loaded on my mobile phone we had to go in together to get this done. I called earlier today to find out if the service could be provided at the Canal Walk store and was informed by Ronald (the financial services staff member on duty) that it could be done. We proceeded to visit the store and Ronald ordered a replacement card which we were informed would take 7-10 working days. As an interim measure, we could use a virtual card that could be loaded on the APP. However, that could not seem to be done, so the alternative was to provide an immediate “printed” card. However, Ronald did not have the “online access” to print the card, so our trip was entirely wasted. So my questions are the following: Why would Ronald tell us to come in to the store if he was not able to assist us? Why was Ronald placed on duty to deliver a service if he did not have the necessary “authority or access” to provide the service? Why does it take 7-10 working days to replace a card? Why was it not possible to install a virtual card on my mobile phone? I called your financial services contact centre and was informed by Ayesha that, as there was a credit balance on the account, that we should have been given a gift card for that value. Why was that not offered to us in the store? Why was the call to your contact centre terminated without resolving the query to my satisfaction? Why, when I called back to your call centre at 20:27 on 7 Dec 2022, was my call not answered? If all your calls are recorded – please explain this. I have called back on 3 occasions and no service after my initial call was dropped. I eventually get transferred to a consultant by the name of Anthony who informed me that contrary to the information that the store manager provided, they should have been able to issue us with a "temporary paper card" in the store. He was also able to activate the virtual card on the APP, which the in store consultant was unable to do. So, the in store consultant did not have the necessary access to provide a temp card and was unable to activate the APP temp card...... he was about as useful as a mannequin