Terrible Service!!!!!!

Once again, terrible service from Betxchange! Two days in a row. Yesterday i attempted to make a withdrawal at the Sunnyside branch and i was told the system was offline all morning but they were working on it. Once i got back to work i called head office and the accounts department told me there was nothing of that sort and i should go back to the branch. When i got to the branch i told them that i spoke to head office and miraculously the system that has been offline all morning was now working. WOW!!

Today i called head office and i spoke to Jerry Mokoena (Manger). I explained to him that the reason i am calling was i needed to get an online withdrawal approved so when i get to the branch i am able to make a withdrawal since we are not able to make any withdrawals from the branch after 17:00. Jerry then tells me that it is not true and the branch knows very well how to make the withdrawal. I explained to him that i did not want to drive to the branch just to be turned back. He said that will not happen.

Now once i got to the branch the obvious happened and i confidently asked them to call Jerry once the consultant told me that the reason i cannot withdraw is because the accounts department knocks off at 17:00. As i listened to the conversation between Jerry and the consultant, Jerry told him to send the withdrawal details to the group and the consultant told him that he cannot do so after 17:00. Jerry put him on hold and moments later asked to speak to me. The explanation he gave me is that this process that we cannot withdraw after 17:00 started yesterday due to daylight saving time and during summer we can actually withdraw after 17:00. I don't think Jerry realized that i have been a client for over 4 years and i know this process started well over a year ago. I do not understand how a manager has the nerve to lie to a client with such a weak lie. He then changed his story to, he knew we cannot withdraw after 17:00 but his intension was to speak to the accounts department to make an exception but they declined. This too was a lie as he told the consultant that he must send the details to the group.

I don't know understand why it has become to hard to make withdrawals at Betxchange and since when has it become acceptable to lie to clients. Management must be the people that are well informed of all procedures AND MUST ACT AS THE PROBLEM SOLVERS.

Appalling service!!!