Appalling Customer Service Standard Bank Mall of Africa

My name is Mrs Nosipho Tamuno.

I’m writing this email to formally complain and escalate the appalling service I experienced at Standard Bank Mall of Africa branch.

This morning on the 19th of November 2020 at about 9:15am I came into your branch to do ATM cash deposit, only to find that ALL of your ATM’s are out of service.

I proceed into the branch to do what one would think is a fast and efficient banking service which is a deposit.

Only to sit in the branch for 45-55min waiting for what actually should be a self service, services by Standard Bank.

Now the problem is not that your ATM’s are out of order but it’s the fact that there is no clear strategy to mitigate the issues your branch is experiencing with this straight forward service which is handling deposit quickly and effectively.

This service will not be running for a period of 7 days, 17th Nov -24th November 2020.

In the meantime Standard Bank Mall of Africa has not realized the importance of ramping up its in branch bank teller services to mitigate this issue.

There where two tellers working, and one was providing a lengthy service to one of the customers that meant there where 7-9 customer waiting one teller to service them.

There was a about 7-9 people waiting for 45-55min for this service which is a service that should not take more than 5mins if your ATM’s where working.

When I pointed this out to Miss Linda Radebe who was seated at the front door taking people names numbers and temperatures, she said she would speak to her team leader, to which I waited to to see for 15min before he came to the floor.

I asked linda Radebe once again where is the person to whom I can escalate my problem too.

Miss Radebe nonchalantly pointed in his direction using a pen, to which then I said Linda kindly ask your team leader to come talk to your customers as I don’t want to lose my place in line trying to speak to him.

Linda Radebe then stood up and called on him to come speak to us.

I then proceeded to introduce myself to him as he just stood in front off me without greeting nor introducing himself as the team leader.

I then said Mr Benny we have been waiting for quite sometime here with no explanation from anyone in the branch or on the floor as to why we as your customers have to undergo this inconvenience of sitting inline for what is a simple service such as deposit.

further to that I would like to know why there hasn’t been a clear effort to ramp up the Teller services if Standard Bank Mall of Africa is experiencing a problem with its ATM’s.

To my shock Mr Benny first response was “You know what sisi just go do your deposit there is a teller available now” he is referring to the teller I has to wait for, for 45mins.

I then said excuse kindly address the issues I’m pointing out to you please, as I won’t have time to come back to you after I’m done my deposit.

His next response, was “there are three tellers there” to which myself and two other ladies in line said, no there is only two Tellers calling people.

He then walks away, I proceeded to make my deposit.

Once I completed that I went to Linda Radebe and ask to see her team leader Mr Benny she then takes me to his cubical.

I ask him why he thought it to be okay to be dismissive when addressing his customers, and he said I am calling him names.

I’m not sure if describing a behavioral issue and customer service issues is “calling someone names”

From here on the conversation with Mr Benny declined massively.

When I would try put forth my issues with the service and how he is handling my complaint he would interjecting and countering everything I’m saying with a none helpful rude response and eventually shouting at me.

I asked to see someone else as he clearly needs a refresher course as to how to handle customers, to which his response was “Sisi I’m sorry it’s to early in the morning and unfortunately I’m the only one you can talk too”

Absolutely shocking behavior to say the least!

I walked out quite disgusted at Mr Benny and the general attitude of the Branch and subsequently of Stand Bank.

To make matters worse, is that the ladies who where also in the line with me where saying “you’re wasting your time with this branch they don’t care we know them”

Imagine that being the general feeling of your service and your customers say that without blinking!

I for one will not accept it, and will be moving my business account and personal banking to any of the major banking in SA as this can not be okay that this is how you treat your customers!

Which is highly disappointing as I had the best service in my Constantia branch in Cape Town.

Here is another thing I fail to understand, you have a qualified Banker Linda Radebe sitting at the door taking people names and numbers and temperatures rather than getting an intern to do what a child in grade 8 can do, instead of Linda Radebe doing skilled banking work what she is employed to do she is doing unskilled work.

There would have been a totally different efficiency if you had actual bankers doing banking work, and there would have been a totally different out come if you had Team leaders who actually knew how to lead, rather than the poor behavior displayed by Mr Benny today at Standard Bank Mall of Africa branch.

It’s actually not surprising that Standard Bank got one of the worst banking ratings this year it’s because of branches such as Standard Bank Mall of Africa.

I can only imagine how low the moral is in that branch being lead by Mr Benny you cannot motivate good service for customers to your subordinates if that’s how a team leader behaves.

I’ll be sure to leave a review on hello peter and any other complaints service, never have I experienced such appalling behavior and service from a professional environment.