Poor Service experience

I am writing to formally lodge a complaint regarding the service I received at your Mafikeng Mall branch.

Upon my arrival, I was welcomed by a Customer Experience representative named Themba. I explained that I wanted to reactivate my closed business account. He confirmed that I needed to bring all required documents as hard copies, as soft copies were allegedly not accepted due to the POPI Act. He advised that I needed a paid-up letter and CK documents.

I then left the branch to have these documents printed at my own cost and returned shortly thereafter. After being issued a ticket, I was assisted by a consultant named Ontiretsi, who informed me that I was missing an additional document — proof of operating address. This requirement was never communicated to me during my initial engagement with the CX representative.

I was instructed to obtain the document and return again. However, when I came back, I was refused entry because the branch had already closed. I was told to return the next day, and further advised that even then, the branch would still need to seek managerial approval before assisting with the account reactivation.

This experience was extremely frustrating and inconvenient. I made multiple trips, incurred printing costs, and was not given complete or accurate information from the outset. The lack of clear communication, coordination between staff