Lack of Service

Dear [Bank Name] Team,

I am extremely disappointed and frustrated with the service I have received over the past few weeks.

First, when I opened my business account, the incorrect business name was captured on your system — an error made by your staff, not me. A few weeks ago, I called to have this corrected, and I was told someone would contact me. Instead of a proper phone call, I received an email that looked like spam — with random numbers and no clear indication that it came from the bank. There was no follow-up call from your side to verify, which shows a complete lack of professionalism.

Only this week did I realise that the email was not spam. In the meantime, I have been left in the dark, and now I urgently need to submit bank confirmation with the correct business name to a client. I am not getting any assistance.

Yesterday, I went to the branch to escalate this issue, and once again, no one has called me back. Today, I phoned twice — and was hung up on both times with no call back. This is unacceptable and amounts to negligence on your part.

Please be reminded that under the Consumer Protection Act 68 of 2008 (CPA), I am entitled to:

Section 54: The right to quality service, which includes timely performance and completion of services.

Section 55: The right to receive services that are fit for the purpose for which they are intended.

Your failure to rectify your own error is now putting my business at risk of losing a contract, and if that happens, I will hold the bank legally liable for the damages incurred.

I demand that this matter be rectified immediately. If I do not receive urgent feedback and confirmation in writing by close of business today, I will have no choice but to escalate this complaint to the Ombudsman for Banking Services and seek legal recourse for damages caused.

I expect an urgent call back and a written confirmation of action taken today.

Yours sincerely, Palesa