Wrong information & bad customer experiance?

Question

Dear Sir, I am writing you today to explain my dissatisfaction & bad customer experience in your respectable Bank Egypt I am the owner of TITANIUM Master Card Credit # (DELETED FOR SECURITY REASON) I went to Bank branch on date 10 Nov 2015 to deactivate my credit card The agent there told me that I have to pay all amount on the card in order to deactivate + she didn’t have the system that calculate the total amount especially that the card have interest because of delay in payment I told her that I need to know the total amount “NOW” to settle the card & deactivate it She direct me to the CS (16677) as they can know the total amount to settle the card & deactivate it I phoned the mentioned CS on 10 Nov 2015, an agent answered me & I asked him to know the “TOTAL” amount on the credit card to settle & deactivate it He answered that I have to pay 20, 710 L.E. as this is the total amount required on the credit card to settle & deactivate it then to call them again after 12 am so that the amount can be reflected on the system & issue a deactivation request I told him are you sure from this amount & he answered yes I am sure (please listen to the phone call on that date, I phoned the CS from XXXX XXXX 1713) Also I request a certificate mentioning that I have successfully deactivate the credit card & he answered that I have to pay another 60 L.E. to issue such certificate I paid on that day 20, 710 L.E. + 60 L.E. = 20, 770 L.E. (Please check the attach Receipt) I phoned the CS again on date 11 Nov 2015 to issue a deactivation request, the agent replied that the process will take 5 days & during these 5 days an agent will phone me to complete the process of deactivation request No one phoned me & I phoned them again today 16 Nov 2015 & asked to deactivate the card They direct me to one of the retention agents & after verifying the data with me she replied that she can’t proceed with the deactivate because the card still have 417 L.E. not paid yet, I told her the above mentioned story & she replied that I can issue a complaint through the call center as she is not concerned with issuing a complaint! Conclusion: • I am not satisfied by the behavior of the collection agents who used to phone me & this is one of the main reason that push me to deactivate your card • I got wrong information from the call center agent who give me a wrong amount to pay in order to deactivate the credit card • No one follow up the deactivation request from the date of issuing the deactivation request 11 Nov till today 16 Nov 2015 • I am not happy with phone conversation today with me as she is not supportive @ all • I am not happy with the agent behavior “Female” that answered me today & direct me to the retention team • The pending amount (417 L.E.) should be waived as I got wrong info from your respectable side regarding the total amount required to deactivate the credit card • I need the deactivation statement whom I paid 60 L.E. to be issued Thanks & waiting for your valuable feedback ASAP please BR Ahmed AbuBakr Upper Egypt Area Manager Vodafone Egypt Telecommunication Company

Answer 1

Dear Ahmed

At the outset, let me clarify that this site is designed by a group of Senior Banking Professionals to assist Bank Customers at large to provide guidance for resolution of any complain/query/grievance in respect of financial services. This site does not belong to any Bank or a regulator, which may please be noted.

If your grievance is still not resolved, please complain to the management of the bank / banking ombudsman in writing / email.  The process is given here under.

1.    Go to your Bank’s website and search for grievance redressal (or similar name) button and submit your complaint online.

2.    If you do not receive any reply / satisfactory reply within 10 days, lodge your complaint with the Nodal officer of the Bank (either through email or letter)

3.    If you do not receive any reply / satisfactory reply within 10 days from the Nodal officer, lodge your complaint with the Principal Nodal officer of the Bank (either through email or letter)

4.     If you are still not satisfied with the reply / do not receive reply from the Principal Nodal officer within 10 days, lodge your complaint with the Banking Ombudsman (either through letter or email)