I would like to share how happy I am regarding the handling of my complaint via phone, as i feel the person responsible should be commended for her quick thinking, swift action and empathetic approach leading to a successful resolution.
I was under a very tight time constraint due to the fact that my pregnant new wife who lives over seas is currently applying for a visa and these particular statements where supporting documents. Unfortunately due to an existing visa, we were unable to apply till now, but our baby is due in September and the visa process take a long time (cannot fly near due date).
I was very frustrated initially, due to the incorrect information i was provided and the error made on my original statement order by the telephone customer service team, not to forget the lack of discretion used by the branch staff initially.
Thanks to the complaints team, in a mater of 1.5 hrs i had exactly what i needed and i don't feel too bad about the issue because of the supportive guidance to a resolution.
Some people make mistakes, but the ones who fix the mistakes are what keeps the world turning.
With much appreciation...Thank you Susan Jones.
Reviewed on: 7th May 2016
