MERCANTILE BANK ON THE WAY DOWN

We have a number of business accounts with Mercantile Bank. All was good at the outset some two years ago. Since 2021 when Capitec acquired Mercantile the service has deteriorated rapidly to the extent where we are seriously considering moving to another bank. Some examples:

1. A new credit card is issued. It comes with a password. Nobody within Mercantile can tell me how to change this password.

2. The mobile app has crashed on numerous occasions. At these times one cannot use the credit card or do efts.

3. The only port of call when the app crashes or we have queries is the call centre. I DO NOT want to hold for 5 minutes with really *** music playing in my ear. I do not want to be told by a clueless operator that there is nobody at the call centre who can resolve my problem or answer my query. I do not want to be told that a senior manager will call me and this never happens.

Collectively we channel some R5M through the various Mercantile accounts and one would think that the bank would be moderately interested in retaining our business.

Senior management at Mercantile - I challenge you to respond quickly and professionally to this review that is essentially a last resort.