Bad Service from Standard Bank

Good day,

I was retrenched in late November. I had insurance on my credit card, so I app**** for this, thinking as I paid for it I might as well claim. WHAT A MISTAKE!!! It was paid in January after many follow-ups. Once paid I then paid my card upfront and then then also put some of my savings in my account. I also queried how they got to the amount they did.... no response... I tried to go online and use my account and to my amazement the account was closed. When I called in they said that I had to email ***, provide three months bank statements and proof of my new job. I did that on the 19 January 2021. I waited two days and got no response, so I called in on the morning of the 22 January 2021. This is what happened 1. The first call I made was 12 minutes and the person answered with heavy breathing and no response. 2. Second call 10min in told me I had called the wrong department and transferred me… call went dead 3. Third call which was 17 min was also a heavy breather!

Feeling helpless I went into the Hillcrest Branch. I then waited 41 minutes…. Just to see someone, I know we are in covid however the one lady wouldn’t help me as she was about to go on lunch… so sorry that my query will go into this time… The guy that helped me, first opened my account records and proceeded to tell me my account was closed…. And that I had to open a new credit card. I told him I had money on my account. He then told me that there was no money… I almost burst into tears at this point. I went onto my internet banking and proceeded to show him that there was indeed money on my credit card that I had transferred. He then said sorry he had looked at the wrong account…..I told him he must be careful because I was so upset I was almost in tears and he apologies. Then he tried calling the same numbers I had earlier, to try and get this sorted. After being on the phone for over 20 minutes the person we got hold of told us I had emailed the wrong email address even though it was the email address I got from them. I then was so upset I just couldn’t deal with anymore as It was almost 11:30 I missed half of my work day already so had to leave. I then emailed that email address and have heard nothing….. Please note I have put all my savings into this account and I do not have money till the end of the month. How can this process be so long and I am a good client? I have no dept with you and I am treated so badly and the worst part is… I have to follow the same process each time to get feedback if I want any………..

I have emailed the two email addresses below:

*** and ***

I have not taken to spamming those addresses until I get feedback. Maybe someone will one day reply.