Build it (Mount Frere)

I am writing to formally lodge a complaint regarding the extremely unprofessional and disrespectful service I received from your Build It branch in Mount Frere.

I was recently contacted by a staff member regarding an existing home improvement loan application for which I had already submitted all the required documentation. During this interaction, I was informed by a lady from your branch that my bank account (Standard Bank PureSave) could not be used for the process.

I politely asked for clarification, as my salary is deposited into this account monthly and I have active debit orders running from it. Instead of receiving a clear and professional explanation, the lady responded in an agitated and dismissive tone, stating in isiXhosa: “Bhuti asikwazi ukuyisebenzisa le account qha ke.” This response was not only unhelpful but also came across as rude and dismissive.

Concerned about this treatment, I requested to speak to the store manager. A male staff member then took over the call; however, his manner was equally inappropriate. He addressed me in an overly fami**** and disrespectful way, saying: “Jonga mnganam asizukwazi ukuyisebenzisa le account.” This level of informality and lack of professionalism is unacceptable when dealing with a customer.

To make matters worse, the call was abruptly disconnected while I was still engaging, which I found highly disrespectful.

I find the entire experience unacceptable. As a customer who has comp**** with all requirements and engaged in good faith, I expect to be treated with respect, professionalism, and clear communication. The behavior displayed by your staff reflects poorly on your organization and raises serious concerns about customer service standards at this branch.

I request the following:

A formal explanation as to why my Standard Bank PureSave account is not accepted An investigation into the conduct of the staff members involved Appropriate action to ensure that such behavior is not repeated with other customers

Please note that I am prepared to escalate this matter further and intend to refer this complaint to the National Consumer Commission if it is not addressed satisfactorily.

I trust that this matter will be taken seriously and handled with the urgency it deserves.