“Of course the Corona Virus is out there” -Consultant

I have two savings accounts with Metropolitan. I called the head office to find out what I would need to withdraw from them as the pandemic has all affected us financially. I was told I would need a bank statement (that my bank emails me every month or I can download from my banking app) and ID as they could not do it for me over the phone. I went to the branch. When I advised the consultant that I would email it to her she told me to go get it at the bank because her emails are full. Furthermore she advised me that they only need to verify my address on the statement. I refused to do so reminding her that there is a deadly pandemic and the lines at banks are outside as it was a cold morning. She said “Of course the Corona virus is out there” and before she could carry on I respectfully stopped her and said I’d discuss it with the manager. Firstly I have a chronic condition which makes me likely to die if I should come in contact with the virus and secondly I had another medical illness at the time therefore I was in pain. I didn’t need to disclose all of these because they are personal but I requested the manager whom she said was busy. Secondly, I had asked her repetitively why I can’t use any other computer in their offices to send the statement for her to print. She advised me that I was her client not the next consultant‘s, which did not make any sense. While waiting for the manager as she moved on to another client (still in pain and annoyance), another lady asked her what the problem was and her reply was that I was being silly. Now in anger asI continued to wait for the manager when 30 minutes later the other lady gave me an email address to send my statement so I left. If I wasn’t in pain I would’ve waited for the manager to be “less busy”.

This is disgusting service. These are very challenging times for the whole world. My family and I all have savings and funeral policies with Metropolitan and prior to this day I have heard nothing but positive feedback about Metropolitan.

Ms Mdludlu clearly does not represent the company well.

I am very disappointed in the service I received.