My complaint:
Today 21 July we rang the call centre to help us with a pin number to change the cell number of our personal details we were on hold for approximately 40 minutes. This happened at my step mothers home because we live in a dorm with no wifi and no access to a device.
We went through the process for me to give my step mother permission to act on my behalf because I suffer from anxiety, My step mother stepped in when we all heard Della say she can’t help without a access number and saw I was getting frustrated.
We agreed to the terms that Della verbally read out over the phone so my step mother could talk on my behalf and continued with the conversation.
It was at this time Della kept going back and fourth from me and my stepmother to get information and permission. This made us hoha as we believe she didn’t believe or trust her system process or us and then started racially profiling us and asking for extra levels of security.
In order to change the cellphone number within my personal settings in online banking I was asked to provide the certificate number on my birth certificate, the process for us was becoming harder and harder and it was by share luck that I had a copy in my email on my phone of my birth certificate. After giving Della the number she stayed on the phone until we changed the personal details in the settings.
We hit another barrier, the system would let us move forward without filling in the box for PIR or RWT, when we asked Della what this was she said she was not allowed to give us help of information and that we need to go to the website. With time not on our side and the fact we had to this long to get someone on the phone we just put the lowest rates so we could continue.
We thanked Della for her help and aske to speak to a supervisor manager as we wanted to talk to someone above her so we could get some clarication around the processes we were put through, Della refused stating we will have to go on the website and make a complaint and she couldn’t transfer us to anyone higher even after asking multiple times. Della then put us on hold spoke to her manager and stated, my manager is in a meeting and will ring you around 3.30pm, to us that was not good enough we wanted a timeframe if the manager did not contact us around 3.30pm, 24 hours? 48 hours? Della stated she didn’t know what the process is and doesn’t know where to find it, so she asked us to go on the website and look for it. I suggested that she put me through to someone other than her to talk to and she hung up.
Suggested solution:
An apology
An investigation into Dellas job performance
An investigation into the complaints procedure
An investigation into racial profiling and if this is indeed what happened
An investigation into legal obligation and security levels when ascertaining permissions to change personal details and permission to give someone else the authority to speak and work on ones behalf.
Human rights investigation into whether or not Della was in fac racially profiling
An investigation into Dellas and Kiwibanks obligations to the treaty of waitangi and whether there was a breach,.
