Absa
Cut off by Call Centre

In the past week I have contacted Absa's call centres twice with separate queries (one for my credit card and one for my savings account). Both times I hold for at least five minutes before an agent answered. The agents are very efficient and helpful but it still takes about another five minutes to explain my queries to them and to get through all the obligatory security questions. At this time I am put on hold again so they can "check their system", and both times I was cut off while being on hold. As a result I have been on the phone to them for 20 minutes collectively and none of my queries have as yet been resolved. The second call was also made to the call centre to follow up on an online application which promised that I would be contacted by an agent for further assistance. I use internet banking and the call centre since I find it difficult to go into the branch to sort out these affairs, but being continuously cut off and not phoned back it getting frustrating. Each time I am cut off after answering all the security questions, so the agents have all the information they need to return my call.

Company: Absa
Country: South Africa
City: Call Centre

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