Extremely pathetic services. After a long hold, they put you on hold again for call transfer. I have gotten my CNIC updated 3 to 4 times, every time they give a time of 3 working days and then the same block is still there. Different names but same issue every time, no resolution. This is our renowned HBL Contact Center, they transfer calls one after another saying IVR is not workable, request declined for the 3rd time, as per the agent because the last agent did not do verification. as per SOP (what a wonderful reason) so that the customer has to suffer for your untrained staff"s mistakes. Again, filed a request, let"s see if resolution comes or not. And if you look at the profiles of your Heads & Managers, all of them are IVR Support Specialists. Such special people and the entire IT system is the worst. I don"t know that if the same errors have been going on for a long term, why don"t you train your staff and why don"t you improve your IT system, when in terms of showing profit, HBL is one of the top 10 banks.
****** Farhan HBL CCH
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