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Ursula C

1 reviews | Active since Jun 2011

04 Mar 2021, 16:36

Mercantile Headed for Self Destruction

I have in the past sang the praises of the business banker that I deal with at Mercantile, and his service is still outstanding BUT the system issues I have been experiencing for the last 2 weeks over not only month end but also financial year end, has been a nightmare! Although funds are available as soon as I try and effect a payment it either tells me there are insufficient funds or puts my account into overdraft until I complain and the call centre has to manually rectify it. Now I was told that they are merging 2 systems - for a bank geared at servicing businesses this could not possibly be at a worse time, not to mention that they also changed the pricing structure for new accounts with NO warning to customers AFTER the account for a second business was opened with them. Mercantile as soon to be headed down the disastrous road of all the other banking institutions we have to tolerate as business owners.

0
Replies (4)
Capitec Bank
Capitec Bank's reply05 Mar 2021, 09:00
Official
Good day

We acknowledge receipt of your complaint and advise that we are currently investigating the matter. We will provide you with an update in this regard.
 
 Regards
 Mercantile Bank a Division Of Capitec Ltd Team
UC
Ursula C's update11 Mar 2021, 18:58
Reviewer Update
In spite of Mercantile being made aware of the issues on my banking profile on 26th February, to date the utter incompetence of the IT department who have ZERO cognizance of customer service, let alone client retention, as of today 11 March, I am still not able to do my business banking effectively which has now lead to my using my personal banking account (which will no doubt cause accounting issues when it comes to the company financials) for business purposes. The Mercantile Head of IT should be ashamed of their systems and the service rendered to an individual with multiple business accounts. Right now, the only thing that is keeping me from moving banks is the fact that my business banker is competent and goes above and beyond to attempt to resolve issues out of his control. Next step is a formal complaint before addressing with the banking ombudsman, I will no longer be playing your games!

Capitec Bank
Capitec Bank's reply17 Mar 2021, 22:20
Official
Dear Ursula
We sincerely apologize for the break down in service experience. As per correspondence with the Relation Manager, this issue has been resolved. If you need further assistance, please communicate directly with us.


Regards,Mercantile Bank a Division Of Capitec Ltd Team
UC
Ursula C's update18 Mar 2021, 08:21
Reviewer Update
Yes, the matter was FINALLY resolved on 13 March, but if you think that 3 WEEKS to resolve a complaint is acceptable then you are on a very misdirected path!