Appalling Service Experience with Standard Bank

I feel compelled to share my recent experience with Standard Bank, which has left me thoroughly disappointed and frustrated. On December 14, 2023, I attempted to increase my Standard Bank credit card limit, believing that my relationship with the bank's Prestige banking would guarantee a smooth and efficient process. Little did I know that I was in for a nightmare.

To begin with, I reached out to my Prestige banker via email, only to receive an out-of-office reply. Frustrated but determined, I contacted her stand-in consultant, Esihle Gama, on the same day. However, my concerns seemed to have fallen on deaf ears as Monday, December 18, 2023, arrived, and my initial inquiry remained unattended and unresolved.

To my utter disbelief, it was Esihle Gama herself who, on December 18, 2023, asked me if I had received assistance regarding my credit card limit increase. I couldn't comprehend the lack of internal communication and accountability within the bank. What's worse, I had a pressing concern: my international incoming salary for December 2023 had not reflected in my account despite accepting the spot rate on my banking app on December 15, 2023.

The revelation that Standard Bank did not have my primary cell number on their system, relying solely on my wife's number, was nothing short of shocking. This oversight is inexcusable for a bank of this stature.

Esihle Gama provided me with Reference Number PPE***, assuring me that my salary would reflect on December 19, 2023. Yet, it did not materialize. Frustrated and desperate to resolve my financial obligations, I contacted the complaints department and received Complaint Reference Number ***8, with a resolution timeline of January 3, 2024. However, as of December 20, 2023, my salary had still not reflected in my account, leaving me in dire straits.

On December 19, 2023, Esihle Gama's colleague eventually assisted me with the credit limit inquiry, after what can only be described as a drawn-out and process, but she got the job done.

Today, December 20, 2023, I called the international payment section (PPE*** ref number) after receiving no feedback from Esihle. Once again, I was assured that my salary would reflect today, but given my previous experiences, I remain skeptical.

In summary, my encounter with Standard Bank has been nothing short of a nightmare. Their woeful lack of communication, ineptitude in addressing urgent matters, and failure to uphold the promises made to a Prestige banking customer are inexcusable. To add insult to injury, I am being charged Prestige banking fees for a service I have yet to witness. This level of service is appalling, and I feel utterly let down by Standard Bank's Prestige banking division. It's time for them to step up and deliver on their promises.