EXCRUCIATING / APALLING SERVICE FROM MERCATILE SANTON BRANCH

I have a business account with This institution. Unfortunately the account was in a dormant state which I had to contact the bank to have the account activated again. I have been calling the bank since last week just to get help from the Sandton branch. I have been calling *** and getting hold of someone on this number is like trying to call Jesus to answer your prayers. Eventually , I managed to get trhough to a Dimakatso Maja who Identified himself as an overseer of my account during my banker's absentia.

I have emailed him with no success and I decided to go to the Boksburg branch when The guy named Bongani was very helpful with activating my account on the same day. I then call him after my account was activated regarding my funds which were paid into my account on the 21st of December 2021 . I was told that the funds were returned to the payer's account. I got my wife to visit the payer to find out if the funds were deposited back into their account. She came back with the proof confirming that the funds were never returned to them on the stated date of the 3rd of January 2022.

I called Dimakatso again and and I was told that he is on lunch but after talking to the person who answered the phone he the instructed the guy from the background to take a message and to tell me that he will investigate. I called again today at 09:11 am and the same guy answered the phone and told me that Dimakatso is finishing the call with another client and that I must hold. Upon finish his call he told the same guy to take a message and he will call me back.

Till now that I am writing this review I have not heard from Dimakatso Maja. I called the Boksnurg branch and the lady by the name of *** told me to send the proof of payment from the payer and she will investigate.

I am not sure if this is a norm for mercatile Sandton branch team not to care about customers and if their lines are provissioned with dialing outgoing numbers. The bankeer has all mu details including emails if he does not want to speak to me directly he can always email me the update not for to call the company which the calls only get answered after you have been on hold for more that 30 minutes with not solution to your problem. This is very dissapointing for such a big organisation to ignore their customers and not to care about them in this manner. I am really cuffed about the experience and I hope someone is listening and I will get the solution to my problem.

Thank you for nothing so far. Aggrieved, David