Disappointed by Poor Communication and Lack of Accountability

My colleague and I had a scheduled appointment with the bank to have me linked to our business account. The booking was made through the banking app and confirmed for 17 July at the Vaal Mall branch. We made the necessary arrangements to attend.

Upon arrival at the branch, the consultant checking in clients at the door informed us—without any prior notice—that we needed to go to the Three Rivers branch instead. We were also told that the business banker we were scheduled to meet has been asked multiple times to update his location on the app, but has not done so.

After making the extra trip to Three Rivers, we were informed that the business banker was in a training meeting and would not be able to assist us. We were then told that the next available appointment would only be on 29 July — nearly two weeks after our originally confirmed appointment.

While we were still sitting in the branch, the banker casually changed the date on the app without any apology or explanation, as if the inconvenience was of no concern.

This experience has been extremely frustrating and unprofessional. The lack of communication, accountability, and consideration for our time shows a complete disregard for customer service. The delay also negatively impacted our business operations.

I would strongly caution others to double-confirm appointments and be prepared for unexpected changes — even at the last minute.