Poorly Trained and Rude Call Centre Staff... I'd like to close my store card account.

I have a store account with woolies, it was in a positive balance but all of a sudden started getting charged account fees which it did not in the past while in a positive balance. Please can you assist with closing my account.

Please Improve Training for call centre staff Mishke & Caylin

In summary it took me 15 minutes on the call for them to simply tell me I need to contact Blake & Associates regarding my store account, this feels excessively long.

1. The call centre staff speak so fast with an accent in a way that makes it very difficult to hear what they are saying, I assume this is caused by them saying the same thing multiple times but you should train them to be aware of this, because they are clearly not, instead they get impatient when I ask them to repeat themselves.

2. Your call centre agent Mishke kept me on hold for 5+ minutes while she "checks the account", I don't know if this was because she was making coffee or what but she claimed the system was very slow, but the previous employee I spoke to that transferred me to her was able to check my account in less than 30 seconds so I don't believe the system was slow... If you have cameras in the centre please check what she was doing during the call.

3. When keeping a customer on hold you give a time for example 60 seconds , you then come back after 60 seconds and can inform them that the system is slow after which you ask if they could hold for a further 2 minutes or so... This is VERY basic call centre etiquette which you should have taught your team.

Please listen to the call centre recording I had with Caylin & Mishke at 08:19 for 15 minutes, I don't believe this aligns with the level of service woolies wants to portray.

I asked Mishke if Blake & Accosiates who I was asked to call can also assist me with closing the account to which Mishke responded yes, but in fact they confirmed that they can't assist me with that... So did she just say yes to get me off the phone or what?

No man Woolworths... you can do better than this...