Call centre wait times are too long
Call centre wait times are way too long. I have recently opened a term deposit with UBank and have had to phone your bank to iron out glitches. This morning I have been on hold for over 10 minutes just waiting to speak to someone. This is time invested even before I can even discuss my problem. And my call is yet to be picked up. And it is 10.22am. So if there is no chance of having my call answered in a timely manner during business hours then what about outside business hours? I am very unhappy about this. Customers should not have to wait more than a few minutes. And this is a pattern I have now identified with your bank. You are very slow to answer calls. And while I have been on hold I have had to listen to how many awards your bank has "been showered with". I find this contrary to my personal experience. What about improving wait times for customers my employing more staff and ensuring the staff you have on the front line can answer questions and not constantly have to refer to managers to get answers for customers. In every call I had had with UBank I've had to be put on hold as the customer service staff member cannot answer the question and has poor technical knowledge. Not happy at all. At the time of submitting this feedback I have now been on hold for 14 minutes. And that is totally unreasonable. And by the way my query cannot be answered with "live chat" nor do I like using live chat because it is slow, cumbersome, inefficient and time wasting.
I understand and would really like to have this looked into and resolved for you. As this is an open forum, we're not able to bring up or discuss your personal or account details. Nor do we suggest you post them up for all to see.
If you prefer, you can let us know (in general terms without account numbers or personal details of course) what issues you're experiencing and I'll do my best to let you know how we can resolve them.
I look forward to helping you out further.
To UBank CS Team
No, I will not be sending any further personal information. I have provided enough information for UBank to make an assessment of what the problem is and how to deal with it. The problem is not complex. Your call centre wait times are too long. This is nothing new. I will not be contacting you via FB. I am contacting you here and that should be sufficient.
We appreciate your patience with this.
Let's get this resolved! Can you please send us your best contact details via Facebook private message and I'll ensure one of our Advisors contact's you to help you further.
I've also raised your feedback with the team.