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Shantelle M

1 reviews | Active since Jul 2025

22 Jul 2025, 18:43

Violation of POPI act

Absolutely appalling experience. This is by far the worst customer service I’ve ever encountered, and the most unprofessional financial institution I’ve dealt with. My personal information was incorrectly merged with another person’s account a serious violation of the POPI Act.

How does a financial institution confuse two separate individuals’ ID numbers? This is not just a mistake, it’s gross negligence, and shockingly, this isn’t the first time it has happened to me.

I cannot trust this institution for everyday banking. The level of service is beyond disappointing. Even worse, there is no meaningful assistance, either inbranch or over the phone.

Due to the repeated failures, lack of accountability, and non-compliance with standard banking procedures, I am definitely reporting this matter to both the Banking Ombudsman and the Financial Sector Conduct Authority (FSCA) for formal investigation.

If I could give zero stars, I would. Even one star would be generous.

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Replies (1)
Mukuru
Mukuru's reply23 Jul 2025, 08:42
Official
 Good day, Shantelle.

Thank you for bringing this matter to our attention, and please accept our sincere apologies for your experience.

We are deeply concerned to hear about the issue involving the incorrect merging of your personal information with another individual’s account. We fully understand the seriousness of this matter, especially in relation to the Protection of Personal Information (POPI) Act. Please be assured that we are treating this incident with the utmost urgency and gravity. 

We acknowledge that this is not the level of service you should expect from us, and we regret the distress and inconvenience this situation has caused you. What you’ve described does not reflect our standards, and we are truly sorry for the impact it has had on your trust in our institution. 

Regarding the attempts to assist: kindly note that we have been trying to reach you via phone in order to verify your account and further investigate the issue. Please let us know a convenient time for one of our consultants to call you back, or feel free to respond to the email sent by the Verifications department.