DEBIT ORDER REVERSAL

I AM A NEW CLIENT AT STANDARD BANK AND I HAVE A QUERY THAT I LOGGED ON THE 15TH OF JULY 2017 AT STANDARD BANK ALBERTON BRANCH. THE QUERY WAS ABOUT TWO DEBIT ORDERS THAT NEEDED TO BE REVERSED AMOUNTING TO R4501.64 EACH, IN WHICH ONE WAS REVERSED IMMEDIATELY BECAUSE IT WAS WITHIN 30 DAYS. I WAS THEN TOLD THE SECOND TRANSACTION WAS NOT REVERSED BECAUSE IT WAS 40 DAYS OLD, HOWEVER, I WAS MADE TO SIGN A DEBIT ORDER REVERSAL FORM INSIDE THE BRANCH ON THE 15TH OF JULY . I RECEIVED AN SMS ON THE 10TH OF AUGUST WHICH STATED THAT THE SERVICE REQUEST LOGGED (REF: ********** 087) HAS BEEN RESOLVED AND THAT SOMEONE WILL CALL TO ADVISE ABOUT THE RESOLUTION. UP TO NOW I AM WAITING FOR THAT CALL!!!

I CALLED AGAIN AND AFTER WASTING MY MONEY ON A LONG HOLD THE AGENT THAT I SPOKE TO EMAILED ME A DIFFERENT FORM TO SIGN AND SEND BACK TO THE RELEVANT DEPARTMENT. I DID THE REQUESTED AND RETURNED THE SIGNED FORM TO ********** ON THE 14TH OF AUGUST 2017. I AM STILL WAITING FOR A RESPONSE FROM THAT DEPARTMENT. AND THE REFERENCE NUMBER THAT I RECEIVED FROM MAKING THIS CALL WAS ( ********** 535). THIS SERVICE REQUEST NUMBER HAD A DUE DATE OF THE 18TH OF AUGUST 2017, STILL THERE WAS NOTHING DONE ON THIS DATE.

ON MONDAY (21 AUGUST 2017) I WALKED INTO THE STANDARD BANK BRANCH AT MTN HEAD OFFICE TO CHECK WHETHER THIS QUERY IS BEING ATTENDED TO, ONLY TO FIND OUT THAT IT WAS CLOSED AGAIN WITHOUT COMMUNICATING ANYTHING TO ME.

THE LADY AT THE BRANCH WHO ASSISTED ME LOGGED ANOTHER COMPLAINT AND ASKED ME TO SIGN YET ANOTHER FORM. THIS WAS AFTER SHOWING HER THE COPY I HAD EMAILED ON THE 14TH OF AUG, WHICH SHE SAID WAS THE WRONG ONE. SHE PROMISED ME THAT SHE WOULD PERSONALLY FOLLOW UP ONCE THERE IS A PERSON ASSIGNED ON THAT REQUEST. THE REQUEST NUMBER I WAS GIVEN ( ********** 960). TWO DAYS LATER STILL NOTHING, NOT EVEN A GENERIC SMS.

TODAY (23RD AUG 2017) I WALKED INTO THE STANDARD BANK AT MTN TO FIND OUT WHAT IS HAPPENING WITH THIS QUERY, TO WHICH I HAD TO EXPLAIN THE ISSUE TO A DIFFERENT CONSULTANT WHO WAS THERE. HE ALSO PROMISED TO FOLLOW UP AND GIVE ME FEEDBACK BEFORE 12PM TODAY AND I AM STILL WAITING.

I FIND IT APPALLING, DISRESPECTFUL, UNPROFESSIONAL AND TO PUT IT SIMPLY MOVING BACKWARDS NOT FORWARD (IN CONTRACT WITH YOUR SLOGAN) THAT STANDARD BANK AS BIG AS IT IS STRUGGLES TO RESOLVE A SIMPLE QUERY (DEBIT ORDER REVERSAL) LET ALONE COMMUNICATE. YOUR BANK IS NOW STRESSING ME OUT. IN MY MIND I KEEP ON MAKING EXCUSES LIKE MAYBE THESE KIND OF QUERIES DO NOT EXIST SO PEOPLE DON’T KNOW HOW TO DEAL WITH IT. WHAT IS IT THAT ONE NEEDS TO DO IN ORDER TO GET PROPER SERVICE FROM STANDARD BANK WITHOUT BEING SENT FROM PILLAR TO POST FOR 1 QUERY. IF IT WAS NOT POSSIBLE TO DO SUCH, WHY I WAS NOT ADVISED THE VERY FIRST DAY THAT I WENT INSIDE THE BRANCH? SO I CAN STOP WASTING MY TIME, ENERGY AND MONEY TO BE CALLING ALL THE TIME….

I THINK CUSTOMERS DON’T JUST CHANGE BANKS BECAUSE THEY WANT TO, IT’S BECAUSE OF THIS KIND OF UNPROFESSIONALISM FROM A WELL-KNOWN/PRAISED BANK OF ALL TIME. IS THIS HOW YOU TREAT ALL YOUR OTHER CUSTOMERS? THIS IS JUST UNACCEPTABLE AND I THINK YOU NEED TO SEND EVERYONE IN THAT CALL CENTRE ***FOR TRAINING AND TEACH THEM HOW TO HANDLE AND CHANNEL QUERIES CORRECTLY TO THE RELEVANT DEPARTMENTS AND ALSO TEACH THEM TO BE HONEST WITH CUSTOMERS AND DON’T BEAT AROUND THE BUSH.

BY THE WAY - I MADE A CALL TO THE COMPLAINTS DEPARTMENT AND I HAVE BEEN TOLD THAT I MUST WAIT AGAIN FOR 3-5 WORKING DAYS,HOW NICE!! REFERENCE: ********** 088