Worst service from African Bank

Good day

I just called to get help on a deceased relative's affairs at African Bank.

Basically I wanted to find out what products she had at the bank due to a debit order that was effected by African Bank monthly.

I mentioned that I want to find out whether she had a funeral policy because amongst getting a clear idea of any accounts I wanted to know whether she paid for any insurance products. During my first call the female agent transferred me to the insurance department where there was no answer.

I called back and spoke the most impatient, rude banking employee I've ever encountered in my entire life, named Siphiwe.

I am appalled and disgusted by the level of service I just received. Having spoken to many people from different banks and institutions this morning, I can not believe the unprofessional and rude behavior I just received.

Firstly he did not listen to my entire request and just wanted to put me through to insurance whereas I repeatedly tried to explain that that was not my only query. When I wasn't getting through to him he put me through, and after I held for some time, he answered again saying no one can help me at the insurance division he had put me through to. I tried to explain again that I just wanted someone to clarify the debits for me, and he kept on speaking whilst I was too, and kept on telling me that he is trying to tell me that he can't help me. So maybe if he listened he would have heard that I just needed to be steered in the right direction. If he couldn't help me, explain to me respectfully and in a calm voice why you can't and if I need to speak to another person, I will but if you don't know what I need as you don't want to listen how will you transfer to the right person.

No patience, extremely bad customer service, not listening to what the client needs in order to advise accordingly, speaking with contempt and disrespect. Well, African Bank if that is the type of people to assist your clients, including people going through bereavement, then I stand disappointed.

This leaves a bad taste in my mouth, and I hope I never encounter such distasteful service from an institution that should be all about excellent customer service.

This incident dates back to 21 Sept 2019. Today 3 October 2019, I received this email:

Good day

Thank you for your email

Please provide us with your ID number and contact details for further assistance.

I sat in their branch yesterday struggling for someone to assist me. They put me on the phone with the same contact center. I was holding for 25 min after the person who answered also referred me to insurance.

An hour later in the branch I told them I'm leaving, after I asked for the branch manager who walked right passed me to go to the shops. The consultant started helping someone who came in after me. The branch manager eventually decided to help me on her return, but was asking the consultant whether she can use certified copies, and whether she's supposed to certified the certified copies as well. I was blown away, but decided to observe the ridiculous catastrophe unfolding right in front of my eyes. She eventually heard the one question I asked every a million times and checked on the system. Which was the only thing I wanted. Just for them to use the computers in front of them, check the accounts the deceased had, take the certified copies of the death certificate etc and advise whether all is in order, or is the any other policy or outstanding debt, or even active credit life.

I hope my path never has to cross with this Bank ever again.