We contacted the centre on 11 Jan 2014. We required details of the merchant against which a payment was made as the statement reflected the card number instead of the merchants details. I was explicit in establishing their turn around time in which a response would be expected. I was informed that such would be provided within 48 hours which would have been around 15 Jan 2014. My subsequent contact with them indicated that more information was required. I, nor the agent understood what they meant by that and needless to say no one could confirm that. All my calls to the contact centre are recorded and it is shocking to note that to date, there has been no response to an urgent request. There must be a service charter in place and the institution should abide by that. If this bank, could not provide that information within the specific period, then such should have been communicated. Moreover, this bank unitlaterally changed a joint account into a single account i.e. my husband is now the account holder of an account which we jointly owned - reason provided is that one cannot RICA a joint account. A reponse is urgently required before I move to another bank. Ref 66534166.
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