Absolute Appalling Service - Service Ref ***

<p>On 30 April 2016 I went to the ATM in Bedford Centre (ATM no: 1041) to deposit R 10,000.00 (I had 100 x R 100.00 notes). As the machine only takes 50 notes at a time I had to make two deposits of R 5,000.00 each (50 notes of R 100).</p> <p>My first deposit transaction was successful and received a confirmation slip thereof. The second deposit transaction was unsuccessful however the ATM did not return my R 5,000.00. Instead it gave me a print-out stating that the machine had encountered a ‘cash jam’ and that I should go into the branch. It took me two hours and 16 phone calls before I arrived at a representative that could help me (as it was the Sa****ay prior to the 1st May long weekend). He stated that it was not necessary for me to go into the branch as he had opened a service enquiry ***), which he stated would be resolved by 9 May. I received a text message with the above ref number as well as the date of the 9 May for resolution as mentioned by the consultant.</p> <p>Prior to being able to call in on the 9 May I received another text message stating that the matter was ongoing but this time no date of resolution was listed on the text message. Subsequently I have been trying to get hold of the right department to sort out this issue to no avail. Neither have I been contacted nor have I received any correspondence from Standard Bank since the 9 May. It is now the 23 May and I still have no resolution to this issue.</p> <p>To top it off, when I finally got hold of someone today (23 May) I spent thirty two minutes on the phone and was then given another service reference number ***), for the old service reference number and told it would take an additional 5 days. So now, my initial reference number has its own reference number. Whoever reads this review will probably find it quite amusing… Let me be frank… this is neither amusing nor is it acceptable.</p> <p>For almost a month my issue has been lying unresolved. Every time I call in and speak to a consultant I am either faced by a rude arrogant ‘know-it-all’ who actually knows nothing, am given conflicting information, cut off, put through to the wrong department or promised that a ‘Specialist’ will call me and that this matter will be rectified by the end of business on the day of the call, all to no avail. I am yet to receive a call from anyone at Standard Bank. All the phoning and communication has been one-sided (from my side) except for two stupid text messages that meant nothing. I have also done a recon of my mobile phone account and with all the phoning and holding on for ‘Specialists’ I calculate that this has cost me an additional R 500.00 in call charges. This does not include the time spent on the Telkom Landline.</p> <p>Also relating to this issue is the time wasted, which also has a monetary value; I have spent more than 7 hours trying to rectify an issue that was a technical fault on Standard Bank’s side (that is nearly an entire working day). Who is going to cover the rand value of my time, which I have wasted on this issue? Further to this I am now liable to pay late charges and additional finance charges for missed payments, directly relating to Standard Bank’s technical issue, their inability to sort out the issue in a timely manner as well as the lack of proper communication resulting in me being unable to give meaningful feedback to any of the other institutions expecting payment from me.</p> <p>In a nutshell, Standard Bank has, as a result of a technical error, poor service, lack of communication and negligence placed me in a financial predicament. What is Standard Bank going to do about this issue? How are they going to reimburse me for lost revenue due to wasted time, money spent countless telephone calls trying to rectify their mistake and all the penalties I am due to pay other institutions as a result of the lack of these funds and RTD debit-orders? I’m sure there is a definitive legal case here or a case for the Ombud or both? In fact I’m sure the Consumer Protection Act covers serious issues such as this one. What is actually the point of being a Standard Bank customer (which I have been for nearly 40 years)?</p>