Poor response to card request
@InvestecPB_UK I requested to have my card cancelled and a new one sent to me on 15 September. By 19 September, I had not received my card or any communication as to where it was. Upon calling customer service, I was informed that the card was lost in the mail. @InvestecPB_UK A new card had to be ordered. At the time of writing, I am given to understand the new card had not even been sent yet. I have received no communication from the card department on what's happening, or when I can expect a card. This is the 8th day since initial request.
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Replies (7)
Investec's replyOfficial
23 Sept 2019, 12:56Hi Frederik, thank you for letting us know. I can see that you have been communicating with our Client Support Centre bankers over the weekend as well. Your new card has been scheduled for delivery today. We have also seen and responded to you tweet.
Investec's reply23 Sept 2019, 12:56
Official
Hi Frederik, thank you for letting us know. I can see that you have been communicating with our Client Support Centre bankers over the weekend as well. Your new card has been scheduled for delivery today. We have also seen and responded to you tweet.
's updateReviewer Update
23 Sept 2019, 17:54 I was assured this morning by the customer service team that the card would be delivered by mid afternoon today. Having not received anything as yet, I called them again to follow up on where the card is. I have now been informed that, in spite of the fact that the delivery address is in the UK, the card was printed in South Africa. As a result, it will now have to be sent from South Africa to the UK and the earliest can can get the card is this Friday. Nearly two weeks without a card. This is the worst banking experience I've ever had. I'm speechless...
's update23 Sept 2019, 17:54
Reviewer Update
I was assured this morning by the customer service team that the card would be delivered by mid afternoon today. Having not received anything as yet, I called them again to follow up on where the card is. I have now been informed that, in spite of the fact that the delivery address is in the UK, the card was printed in South Africa. As a result, it will now have to be sent from South Africa to the UK and the earliest can can get the card is this Friday. Nearly two weeks without a card. This is the worst banking experience I've ever had. I'm speechless...
Investec's replyOfficial
23 Sept 2019, 18:03I'm sorry to hear about your experience, this is not the level of service we aim to deliver. I have escalated your complaint. Our team is looking into this and they will be in contact with you.
Investec's reply23 Sept 2019, 18:03
Official
I'm sorry to hear about your experience, this is not the level of service we aim to deliver. I have escalated your complaint. Our team is looking into this and they will be in contact with you.
's updateReviewer Update
24 Sept 2019, 10:51Day 9 with no card from Investec. I've been informed that no action has been taken regarding the complaint raised as yet. No explanation has been forthcoming as to how this happened. No plan has been communicated to me on how I will be provided with a card, aside from waiting for the card from South Africa to arrive by Friday (at the earliest) this week.
's update24 Sept 2019, 10:51
Reviewer Update
Day 9 with no card from Investec. I've been informed that no action has been taken regarding the complaint raised as yet. No explanation has been forthcoming as to how this happened. No plan has been communicated to me on how I will be provided with a card, aside from waiting for the card from South Africa to arrive by Friday (at the earliest) this week.
Investec's replyOfficial
24 Sept 2019, 13:23I apologise for the delay. You spoke to a banker earlier today and he has confirmed the progress of your card deliver with you. We sincerely apologise for the inconvenience. Please let us know if there is anything else we can assist you with.
Investec's reply24 Sept 2019, 13:23
Official
I apologise for the delay. You spoke to a banker earlier today and he has confirmed the progress of your card deliver with you. We sincerely apologise for the inconvenience. Please let us know if there is anything else we can assist you with.
's updateReviewer Update
25 Sept 2019, 08:59@InvestecPB_UK Day 10 without a card. Found out last night that they still had my address as JHB. Submitted change in residence docs 2.5 years ago to reflect move to London. Flabbergasted.
's update25 Sept 2019, 08:59
Reviewer Update
@InvestecPB_UK Day 10 without a card. Found out last night that they still had my address as JHB. Submitted change in residence docs 2.5 years ago to reflect move to London. Flabbergasted.
Investec's replyOfficial
25 Sept 2019, 09:18I am so sorry to hear this Frederik. I have escalated this for you as this should have not been the case. Thank you for bringing it to our attention.
Investec's reply25 Sept 2019, 09:18
Official
I am so sorry to hear this Frederik. I have escalated this for you as this should have not been the case. Thank you for bringing it to our attention.