Non-Client Centric Banking

<p>I opened accounts for my daughters quite a while ago and recently decided to move those accounts. Upon arriving at the Tygervalley Branch yesterday I was told that I would not be able to close one of the accounts due to the fact that the card had expired. There was an expectation that I should just replace the card and incur a fee of R53.00 - to close an aco**** - that is completely absurd.</p> <p> </p> <p>I advised the person assisting at the time, Anoushka that no where in the terms did it make reference to having an active card linked to the account, nor was I made aware that the access mechanism expired - they were savings accounts afterall.</p> <p> </p> <p>She was not particularly helpful in resolving the issue and I believe, not really interested in going the extra mile to help me, the client. Quite frankly, if you aren't passionate about people in a client centric business, then find something that you can show passion about. Yes I was frustrated and I voiced that frustration with them.<br /> <br />Anoushka then told me to contact the Client Care Centre which I did and they informed that in fact it was possible to close the account without incurring the R53 card replacement fee. They instructed me to return the branch, where I was made to feel exceptionally uncomfortable, in order to close the account.<br /> <br />Annalie assisted me today and was particularly helpful after contacting the Client Care centre and speaking with the consultant that had given me that advice. After an hour had passed, the account was closed with only a small fee being incurred. There was resistance initially to assist me and I could certainly sense that my interaction the previous day had been discussed in the branch.<br /> <br />My complaint is twofold. Firstly, my initial interaction where proper service was lacking and no acknowledgement that in the terms and conditions linked with the savings account there is no mention of having a card in order to close the account.<br /> <br />Secondly where I got great service from Annalie, even though it seemed as though the aim was to resolve the internal politics on my time, only to have her end our interaction with a rather inappropriate message from the branch manager.</p> <p> </p> <p>I can understand that the branch manager was not comfortable, and showed no interest with the situation that was unfolding but quite frankly she could have addressed me personally rather than through Annalie was most helpful.<br /> <br />Thank you Annalie for being the only client centric consultant who really attempted to make this interaction as pleasant as possible for me, the client.</p> <p> </p> <p>I am thrilled to no longer be a part of a bank where client centricity is not key.</p>