KM
Keanu M
1 reviews | Active since Nov 2017
20 Dec 2019, 12:27
Constant compplications
Not sure if this applies for Standard Bank, but I ordered a device through Standard Bank Mobile on Friday (December 13, 2019).
I selected the 24 month budget option for an iPhone 11 (64G). On December 18, 2019 I checked my online account to see the status of the order however it displayed that I had absolutely no order history. I then decided to call in which an agent advised that he needed to escalate the query to the couriers and that I would receive a response within 24 hours. The next day, there was no follow up so I decided to call in again and spoke to Anele who then advised that the courier could not see the order due to there being no update from the device store. He then advised me that I would receive a follow up yesterday before COB (17:30). As expected, I did not receive any follow up. I just got off a call with an agent who confirmed that there was no follow up provided from the device store. To my dissatisfaction I decided to cancel the order and have the amount refunded to my credit card as you guys debited me the whole amount when the order was placed.
Not to make my problems yours, but this was intended to be a Christmas gift so I hope you understand my frustrations with the lack communication and promptness from your end.
I'm only typing this review as evidence that I have requested to cancel the order. I DO NOT want any further complications with the refund nor do I want this device delivered to my address. All I ask from you is to ensure that everything is canceled on your end and that my money is refunded.
Helpful (0)
Replies (6)0
Replies (6)
Standard Bank's replyOfficial
22 Dec 2019, 04:19Hello Keanu
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)
***
Best regards,
Standard Bank's reply22 Dec 2019, 04:19
Official
Hello Keanu
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)
***
Best regards,
KM
Keanu M's updateReviewer Update
24 Dec 2019, 11:21I requested to cancel the order on December 20, 2019 as mentioned previously and I've been told that it takes 24 hours. Today is December 24, 2019 and there has been no update regarding my request. I contacted Standard Bank Mobile via chat and Angela confirmed that I would receive an email by COB today. I've got all the transcripts for my chats if needed. I need this resolved ASAP because I DO NOT want to be debited for a device that I don't have. Honestly, there is no sense of urgency with this matter because you guys wouldn't have further reviewed my request unless I actually contacted this morning.
Unprofessional.
Unprofessional.
KM
Keanu M's update24 Dec 2019, 11:21
Reviewer Update
I requested to cancel the order on December 20, 2019 as mentioned previously and I've been told that it takes 24 hours. Today is December 24, 2019 and there has been no update regarding my request. I contacted Standard Bank Mobile via chat and Angela confirmed that I would receive an email by COB today. I've got all the transcripts for my chats if needed. I need this resolved ASAP because I DO NOT want to be debited for a device that I don't have. Honestly, there is no sense of urgency with this matter because you guys wouldn't have further reviewed my request unless I actually contacted this morning.
Unprofessional.
Unprofessional.
KM
Keanu M's updateReviewer Update
29 Dec 2019, 09:28So I received an email from you guys on December 24, 2019... Apparently no one is able to locate the order with the order number that YOU guys sent me via email after I was DEBITED via my credit card for the device. According to the email, the order has been escalated to the technical department to try and locate the order I made.
So currently I'm sitting with a negative balance of R12,852.00, no device or any update regarding my cancellation request. Meaning that I'll probably be debited R600.00 at end of this month because you guys are not competent enough to cancel my request which was initially requested December 20, 2019.
What's the next move @StandardBank? Another automated reply?
Truly unprofessional.
So currently I'm sitting with a negative balance of R12,852.00, no device or any update regarding my cancellation request. Meaning that I'll probably be debited R600.00 at end of this month because you guys are not competent enough to cancel my request which was initially requested December 20, 2019.
What's the next move @StandardBank? Another automated reply?
Truly unprofessional.
KM
Keanu M's update29 Dec 2019, 09:28
Reviewer Update
So I received an email from you guys on December 24, 2019... Apparently no one is able to locate the order with the order number that YOU guys sent me via email after I was DEBITED via my credit card for the device. According to the email, the order has been escalated to the technical department to try and locate the order I made.
So currently I'm sitting with a negative balance of R12,852.00, no device or any update regarding my cancellation request. Meaning that I'll probably be debited R600.00 at end of this month because you guys are not competent enough to cancel my request which was initially requested December 20, 2019.
What's the next move @StandardBank? Another automated reply?
Truly unprofessional.
So currently I'm sitting with a negative balance of R12,852.00, no device or any update regarding my cancellation request. Meaning that I'll probably be debited R600.00 at end of this month because you guys are not competent enough to cancel my request which was initially requested December 20, 2019.
What's the next move @StandardBank? Another automated reply?
Truly unprofessional.
KM
Keanu M's updateReviewer Update
09 Jan 2020, 07:02Still no cancellation confirmation... Therefore refund still has not been processed because cancellation has been completed. You'd think that canceling an order would be a simply task, apparently not.
KM
Keanu M's update09 Jan 2020, 07:02
Reviewer Update
Still no cancellation confirmation... Therefore refund still has not been processed because cancellation has been completed. You'd think that canceling an order would be a simply task, apparently not.
KM
Keanu M's updateReviewer Update
09 Jan 2020, 07:02Has not*
KM
Keanu M's update09 Jan 2020, 07:02
Reviewer Update
Has not*
Standard Bank's replyOfficial
13 Jan 2020, 07:57Dear Keanu Mirasol
Thank you once again for posting your comments.
I refer to our email correspondence with each other and can confirm that this matter has been attended to.
Kind regards
Clint Petersen
Complaint Resolution Centre
***
Thank you once again for posting your comments.
I refer to our email correspondence with each other and can confirm that this matter has been attended to.
Kind regards
Clint Petersen
Complaint Resolution Centre
***
Best regards,
Standard Bank's reply13 Jan 2020, 07:57
Official
Dear Keanu Mirasol
Thank you once again for posting your comments.
I refer to our email correspondence with each other and can confirm that this matter has been attended to.
Kind regards
Clint Petersen
Complaint Resolution Centre
***
Thank you once again for posting your comments.
I refer to our email correspondence with each other and can confirm that this matter has been attended to.
Kind regards
Clint Petersen
Complaint Resolution Centre
***
Best regards,