Horrible experience at Phumulani Mall

SUBJECT: FORMAL COMPLAINT REGARDING POOR CUSTOMER SERVICE AT PHUMULANI BRANCH ON 12 OCTOBER 2026

Dear Customer Service Management,

I am writing to express my disappointment and frustration with the unacceptable customer service I experienced during my visit to your Phumulani branch on 12 October 2026 to collect my bank card.

According to the business operating hours displayed on the branch windows, the bank was supposed to open at 08:30. I arrived at approximately 08:00 and waited patiently for the branch to open.

However, when it was around 08:30, the doors were still closed, and customers were already queuing outside. I approached the entrance to enquire whether there had been any changes to the operating hours. I was informed that there was some sort of delay and that the branch would open shortly.

What disappointed me the most was the complete lack of communication and consideration shown towards customers. Nobody bothered to come outside to address the waiting customers, explain the delay properly, or provide an indication of when the branch would open. Customers were simply left standing outside without clear communication or any sense of urgency from the staff.

As a customer, I find this level of service unacceptable. I understand that unforeseen circumstances can sometimes cause delays, but basic communication, professionalism, and respect for customers should never be compromised.

What makes this experience even more disappointing is that I have previously visited your Kempton Park, Midrand, and Centurion branches, where my experience has been significantly different. The service I received at those branches does not compare to what I experienced at Phumulani. The difference in customer service is concerning and raises questions about the standards being maintained at this particular branch.

A bank should value its customers, and that value should be reflected in how customers are treated at every branch, regardless of location.

I would therefore like management to investigate this incident, establish why the branch failed to open at the advertised time, and address the apparent lack of communication with customers. I also expect the bank to take the necessary steps to ensure that customers are treated with dignity and that operating hours are respected.

I am raising this complaint not only because of the inconvenience I experienced but also because I believe customers deserve better service.

I look forward to receiving a formal response explaining what happened on that morning and what measures will be implemented to prevent similar experiences in the future.

Kind regards, Hamilton S****