ZM
Zukie M
1 reviews | Active since Aug 2012
27 May 2021, 13:20
Card replacement query for 90 years old pensioner
My mom is 90 years old and ill in bed and her card for her current account expires next month. I contacted the call centre and have been told that she needs to go into the branch and get a new card. How do I get her in the branch if she is bed bound and very ill and taking into account Covid 90. I asked the consultant if they do not have processes that cater for such cases and he placed me on hold and told to hold as he need to speak to the Kenilworth branch which is where the account was opened and i held for almost 5minutes and the line was busy and it dropped. Its the 2nd time i called for this case as I had signing powers on her account and now am told my details do not reflect. Now the question remains how can Standard Bank assist in ensuring that my 90years old mother gets a card replaced without having to come into your branch?
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Replies (3)
Standard Bank's replyOfficial
28 May 2021, 01:35Hello Zukie
Thank you for posting your comment. We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency. We apologize for the inconvenience and undue frustration, this has caused. We greatly appreciate your continued support Kind regards Complaint Resolution Centre
*** *** (fax)
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Thank you for posting your comment. We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency. We apologize for the inconvenience and undue frustration, this has caused. We greatly appreciate your continued support Kind regards Complaint Resolution Centre
*** *** (fax)
***
Standard Bank's reply28 May 2021, 01:35
Official
Hello Zukie
Thank you for posting your comment. We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency. We apologize for the inconvenience and undue frustration, this has caused. We greatly appreciate your continued support Kind regards Complaint Resolution Centre
*** *** (fax)
***
Thank you for posting your comment. We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency. We apologize for the inconvenience and undue frustration, this has caused. We greatly appreciate your continued support Kind regards Complaint Resolution Centre
*** *** (fax)
***
ZM
Zukie M's updateReviewer Update
15 Jun 2021, 09:12Good day,
On the 8th I provided feedback last week as to the feedback I was provided with when I visited the Gugulethu mall branch as I had been advised to do so and have still not received any feedback or response.
I visited the branch on the 7th and the Branch manager insisted that I bring my mother in the branch and when I repeatedly told her of her condition she advised that they no longer carry out site visits due to “obvious reasons” however she will escalate the matter and I should get a call back sometime during the day. I then received a call @16h47 in the afternoon and was told that the people who attend to site visits are busy and not available for the next two weeks due to their busy schedule and therefore I will need to go back to the branch to check if they can assist my mom and told to ask for Portia and my question to this lady was when I come back next week what happens if their schedule is fully booked she then advised that I will just have to keep on coming back to the branch to check and I informed her that my mom’s card expires this month therefore would appreciate if this can be resolved in time as her pension gets paid on the 20th of the month and the response was you just need to keep on coming in to check. Now my issue is how many times will I have to go to the branch to “check” these people’s schedule and availability ,Why are they not able to contact me when the people who carry out site visits are available or give my details to them to make contact with me and advise on the date they would be available. I must also indicate that there was no empathy at all from your branch staff which is what one would expect from a bank that claims to value their customers.
Is the bank not suppose to at least follow up?????
On the 8th I provided feedback last week as to the feedback I was provided with when I visited the Gugulethu mall branch as I had been advised to do so and have still not received any feedback or response.
I visited the branch on the 7th and the Branch manager insisted that I bring my mother in the branch and when I repeatedly told her of her condition she advised that they no longer carry out site visits due to “obvious reasons” however she will escalate the matter and I should get a call back sometime during the day. I then received a call @16h47 in the afternoon and was told that the people who attend to site visits are busy and not available for the next two weeks due to their busy schedule and therefore I will need to go back to the branch to check if they can assist my mom and told to ask for Portia and my question to this lady was when I come back next week what happens if their schedule is fully booked she then advised that I will just have to keep on coming back to the branch to check and I informed her that my mom’s card expires this month therefore would appreciate if this can be resolved in time as her pension gets paid on the 20th of the month and the response was you just need to keep on coming in to check. Now my issue is how many times will I have to go to the branch to “check” these people’s schedule and availability ,Why are they not able to contact me when the people who carry out site visits are available or give my details to them to make contact with me and advise on the date they would be available. I must also indicate that there was no empathy at all from your branch staff which is what one would expect from a bank that claims to value their customers.
Is the bank not suppose to at least follow up?????
ZM
Zukie M's update15 Jun 2021, 09:12
Reviewer Update
Good day,
On the 8th I provided feedback last week as to the feedback I was provided with when I visited the Gugulethu mall branch as I had been advised to do so and have still not received any feedback or response.
I visited the branch on the 7th and the Branch manager insisted that I bring my mother in the branch and when I repeatedly told her of her condition she advised that they no longer carry out site visits due to “obvious reasons” however she will escalate the matter and I should get a call back sometime during the day. I then received a call @16h47 in the afternoon and was told that the people who attend to site visits are busy and not available for the next two weeks due to their busy schedule and therefore I will need to go back to the branch to check if they can assist my mom and told to ask for Portia and my question to this lady was when I come back next week what happens if their schedule is fully booked she then advised that I will just have to keep on coming back to the branch to check and I informed her that my mom’s card expires this month therefore would appreciate if this can be resolved in time as her pension gets paid on the 20th of the month and the response was you just need to keep on coming in to check. Now my issue is how many times will I have to go to the branch to “check” these people’s schedule and availability ,Why are they not able to contact me when the people who carry out site visits are available or give my details to them to make contact with me and advise on the date they would be available. I must also indicate that there was no empathy at all from your branch staff which is what one would expect from a bank that claims to value their customers.
Is the bank not suppose to at least follow up?????
On the 8th I provided feedback last week as to the feedback I was provided with when I visited the Gugulethu mall branch as I had been advised to do so and have still not received any feedback or response.
I visited the branch on the 7th and the Branch manager insisted that I bring my mother in the branch and when I repeatedly told her of her condition she advised that they no longer carry out site visits due to “obvious reasons” however she will escalate the matter and I should get a call back sometime during the day. I then received a call @16h47 in the afternoon and was told that the people who attend to site visits are busy and not available for the next two weeks due to their busy schedule and therefore I will need to go back to the branch to check if they can assist my mom and told to ask for Portia and my question to this lady was when I come back next week what happens if their schedule is fully booked she then advised that I will just have to keep on coming back to the branch to check and I informed her that my mom’s card expires this month therefore would appreciate if this can be resolved in time as her pension gets paid on the 20th of the month and the response was you just need to keep on coming in to check. Now my issue is how many times will I have to go to the branch to “check” these people’s schedule and availability ,Why are they not able to contact me when the people who carry out site visits are available or give my details to them to make contact with me and advise on the date they would be available. I must also indicate that there was no empathy at all from your branch staff which is what one would expect from a bank that claims to value their customers.
Is the bank not suppose to at least follow up?????
ZM
Zukie M's updateReviewer Update
15 Jun 2021, 09:19Note that my moms card expires on the 21st therefore she will not have access to her pension.
ZM
Zukie M's update15 Jun 2021, 09:19
Reviewer Update
Note that my moms card expires on the 21st therefore she will not have access to her pension.