COMPLAINT-POOR SERVICE ON REFUND LOGGED ON APRIL 2023

Good day, I want to express my disappointment and ill treatment by standard bank. I went to purchase groceries at Food *****s in Greenstone (merchant number ***) on the 1st of April in the afternoon. Just after i swiped to pay the store got loadshedding while i was waiting for my slip. The payment could not be processed and i tried again only this time to find that i don't have funds. I went to the ATM and realized that the transaction went through. I went back to the store and the manager advised that he has decline slips and can't refund me and referred me to the bank. We phoned them (spoke to Nhlanhla and he gave us this reference number/authorization code: 326543 and my card number is ***14 0817) while i was at the store to explain and they requested the store manager to send a mail so that they can refund me within 48 hours. My husband then paid for the grocery and we left the store. Nothing came through for almost 2 weeks. I sent a complaint to the standard bank complaints mail on 13 April but no one responded. I then phoned standard bank to follow up on the spoke to Mxolisi who advised me that they only got the mail from the store on the 17th of April and that he will process it immediately and also send me a reference number via a mail as he cannot issue it over the phone (which i found that to be weird). Guess what, no email came through. I want you to pull that call recording or both recordings and listen to the embarrassing *********** staff. Even the manager at Food *****s found Nhlanhla not to be knowledgeable on the process for refund and he had to explain how it works because it's not the first time he deals with a query like that one. I want to know why is my refund and mails not processed and what what else must i do to get my complaint resolved. One thing for sure, once i get my refund you can kiss my business goodbye. I can't stay with a bank that does not care about their client. I've been patient and a refund requested on 1 April surely cannot take 19 days. It's unacceptable and i need management to phone me today and sort this out or else i will take this further and blast you on social media as well. You are making customers suffer for no reason.

Mabel Mayela *** ***