Complaint

Customer service as a whole is totally ridiculously poor both in Chatsworth branch and the contact centres!!!. As one off the most expensive financial service providers in SA, there should be competent staff upholding the integrity and fit and proper agreement of the entity.

*Chatsworth branch experience-firstly I like to commend the social distancing and sanitary protocol measures put in place to make banking safe as possible with the current epidemic, however based on the global crisis there no excuse for the consultants to treat customers, like their are doing us favours. The security process ID bank cards and finger prints should give the consultant some sort of acknowledgement that you are a standard bank customer and they should be a high level of service provided!!!. After waiting for more than a hour in the lines, watching the consultants taking the time with no urgency to assist customers, it was my turn to get assisted, the consultant followed the security process, my issue is to update the otp so I can make the necessary changes with my account to be updated, the agent failed to mention there is 24 he turn around time, I followed the que again Wasting my time, only to know after explaining the 2nd consultant she did not listen to me when I mentioned I have updated the otp about an hour ago, she asked irrelevant questions and said thereafter I need to wait 24hrs. This was on the 24 June 2020. I have attempted to login on the 29 June 2020 still no update. It is clear Standard bank has no integrity with turn around time and service. I challenge the service delivery provided in the Chatsworth branch, I am sure there is no target and no procedure to measure the service provided by the branch, the consultants behaviour and urgency to provide a high level of service as an FSP needs to be questioned from all levels of management. A simple challenge pull out camera footage to view the behaviour of the consultants and how they exploit the customers time with no urgency to provide a fit and proper service. It is clear it is not target driven to assist customers. The process is been exploited to waste time. I feel violated not get a service and to waste that much of time for a simple request which up till now there is no resolution. *Experience with the contact centres - I have followed the contact details provided however u always waiting an when the consultant answers u transferred and u wait all over again, I have requested an call back from an agent due to all my airtime been finished waiting, the response was standard bank is in-bound call centre and we cannot call you back, I further requested for a team leader there after I was placed on hold with out my consent, only to realise was in the waiting queue again, my airtime depleted. I challenge Standard bank to listen to the service provided of the consultant that did not assist me and the manner in which the call was conducted, it is alarming for such a reputable financial organisation to have no control over a simple service we pay for(not even mentioning other queries and experiences with no resolution) .

*Overall service from back office, I have app**** for payment break via the website, I received a e-mail confirmation, confirming I have received 3 month break however I received calls from LGR Attorneys, how is possible after the agreement and confirmation e-mail, my details has been provided to an 3rd party company. Standard bank failed to uphold fit and proper standards with zero integrity to assist me as a valued customer.