Terrible Service at the Pineslopes Branch!!!!

- Overall attitude from her was not professional. She conducted herself as though she was doing me a favour by handling my enquiry ( I tried opening an account). The manner with which she was obtaining information from me was as though she was forced to work. I’ve even had to repeat some of the information given to her (I later found out that your biometric was not working, it always took her back to the home page, which could have been the reason why I had to repeat myself, but the onus was on her to explain this to me. The finger/thumb exercise was done more than 3 times. - Lack of respect for my personal information- A friend paid her a visit while she was attending to me, the friend came around the computer and stood there, thus giving him access to my personal information on the system, as well as my ID book and payslip, and Lukhona saw nothing wrong with that. Furthermore, the first thing she said to her friend was that she was bored, she said that while helping me as a customer. The utterances might NOT have been directed towards me, but they still were uncalled for from someone who was meant to be assisting a potential customer. While on the point about the lack of respect, I had a big white envelope with me, which contained various documents, including my payslips, bank statement and other docs which were not relevant to the enquiry so at some point, she tried reaching out for my envelope without obtaining my permission, and I corrected her by stating that she would need to tell me what documents she required and I would make those available to her. - Voice recording- Though I had thought that she gave me incorrect information, the attached voice file suggests otherwise i.e. she did in fact provide the correct details about the bank statement and payslip in the initial stages of the call but later gave incorrect info, so she is cleared on this one. - The overall experience of trying to shop at your branch was almost spoiled by Lukhona, until I encountered you and Sidwell, you guys managed to restore my faith in the shop’s services. A few days earlier, I had dealt with Darren, who, like yourself and Sidwell, was equally professional and friendly.

I trust that this matter will be taken up with Lukhona, not with the intention of applying punitive action, but the aim is to correct her attitude and conduct towards customers because ultimately, we come there to shop as opposed to seeking for favours.

PS: The incident happened on the 4-November-2022 (The complaint was sent to Manager- Griffiths, no feedback provided to me)