Poor IT systems and support

Absolutely poor IT systems and support.

Recently moved over to a new cellphone, and tried registering the African Bank app on the new phone. After failing to register due to error messages on the app, I had to go into a branch to reset my pin and password. After going through fingerprint verification, an SMS prompt was sent to my phone. After accepting the prompt, it said that the authentication could not be completed and that I should try again. After trying again and failing, the consultant logged an IT query. I was phoned this morning and informed by the consultant that IT had to reset/delete my account and that I had to go onto the African Bank website to register for online banking again. I tried doing this on my laptop, but still doesn't work. After receiving and accepting the sms prompt on my phone, I still get the error message "Authentication could not be completed, please try again."

I've had to phone twice again after this and explain the whole story again to another two consultants, without any resolution. The latest consultant just logged another IT query and informed that it could take up to 72 hours to get a response again from African Bank.

Unfortunately this isn't the first time that such poor technical support has been rendered. I've experienced this in the past too, and so have family members. I've given African Bank a fair chance but they keep on disappointing. At one point I was considering moving my main account over to African Bank and making it my primary bank, however now there is no chance of that happening anymore. As soon as I get access to my account, I will most likely close it down and move my money elsewhere.

It simply isn't acceptable having to spend hours, days or weeks to get sufficient support to access your accounts. A family member also had to spend weeks to try and get a technical issue resolved. The app also often has intermittent issues and glitches.

This is not the way to keep your customers.