EP
Ed P
1 reviews | Active since Jan 2011
21 Dec 2019, 20:54
Disappointed
I had 3 ********** transactions on my cheque account yesterday. After the second sms came through I phoned the ***** department and were on hold for 7 and a half minutes, before I hung up, when my husband managed to get through. While I was holding, a third transaction went through. I was told that the transactions would be investigated and I can expect feedback in a week. I am very disappointed in Standard Bank. It feels like there is no urgency, and it is especially difficult with Christmas only a few days away. We may have been able to stop the third transaction if my call was answered sooner. This is the first time something like this happened to me, and I always thought that the bank would act immediately in such cases but it is obviously not the case.
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Replies (4)0
Replies (4)
Standard Bank's replyOfficial
22 Dec 2019, 04:24Hello Edwina
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
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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)
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Standard Bank's reply22 Dec 2019, 04:24
Official
Hello Edwina
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)
***
EP
Ed P's updateReviewer Update
27 Dec 2019, 18:48I phoned Standard Bank today after the 3 transactions reflected again on today's date. I was told that the merchant banked the money today. I still cannot believe that the bank could not stop this. I also enquired about the investigation, as I was supposed to get feedback today. The agent apologised that due to Technical error there was a delay, but that someone would phone me by end of today, or tomorrow, instead I recieved an SMS - "Standard Bank Anti-*****: Dear Client, your card ***** claim is still under assessment. We will contact you within 5 days with the final outcome." Not acceptable Standard Bank. In top of that, my replacement card was on it's way to the wrong branch, not to the branch as discussed. Really disappointing.
EP
Ed P's update27 Dec 2019, 18:48
Reviewer Update
I phoned Standard Bank today after the 3 transactions reflected again on today's date. I was told that the merchant banked the money today. I still cannot believe that the bank could not stop this. I also enquired about the investigation, as I was supposed to get feedback today. The agent apologised that due to Technical error there was a delay, but that someone would phone me by end of today, or tomorrow, instead I recieved an SMS - "Standard Bank Anti-*****: Dear Client, your card ***** claim is still under assessment. We will contact you within 5 days with the final outcome." Not acceptable Standard Bank. In top of that, my replacement card was on it's way to the wrong branch, not to the branch as discussed. Really disappointing.
EP
Ed P's updateReviewer Update
03 Jan 2020, 10:47UPDATE:
It's been more than 5 days and still no response from Standard Bank regarding my ***** case. As far as the replacement card goes - we are on holiday in Bloemfontein. I requested that the card be sent to a branch in Bloemfontein. Card was sent to Cape Town instead. I asked that it be rerouted. I phoned a few days later and was told sorry card still in Cape Town. Instruction was never acted on. So I instructed the bank to leave the card in Cape Town. Today we are on our way back to Cape Town, my husband receives an sms to say my card is ready for collection on Bloemfontein. Now I have to wait another 5 business days. This has been the worst service I have ever received from Standard Bank. Not how customers should be treated.
It's been more than 5 days and still no response from Standard Bank regarding my ***** case. As far as the replacement card goes - we are on holiday in Bloemfontein. I requested that the card be sent to a branch in Bloemfontein. Card was sent to Cape Town instead. I asked that it be rerouted. I phoned a few days later and was told sorry card still in Cape Town. Instruction was never acted on. So I instructed the bank to leave the card in Cape Town. Today we are on our way back to Cape Town, my husband receives an sms to say my card is ready for collection on Bloemfontein. Now I have to wait another 5 business days. This has been the worst service I have ever received from Standard Bank. Not how customers should be treated.
EP
Ed P's update03 Jan 2020, 10:47
Reviewer Update
UPDATE:
It's been more than 5 days and still no response from Standard Bank regarding my ***** case. As far as the replacement card goes - we are on holiday in Bloemfontein. I requested that the card be sent to a branch in Bloemfontein. Card was sent to Cape Town instead. I asked that it be rerouted. I phoned a few days later and was told sorry card still in Cape Town. Instruction was never acted on. So I instructed the bank to leave the card in Cape Town. Today we are on our way back to Cape Town, my husband receives an sms to say my card is ready for collection on Bloemfontein. Now I have to wait another 5 business days. This has been the worst service I have ever received from Standard Bank. Not how customers should be treated.
It's been more than 5 days and still no response from Standard Bank regarding my ***** case. As far as the replacement card goes - we are on holiday in Bloemfontein. I requested that the card be sent to a branch in Bloemfontein. Card was sent to Cape Town instead. I asked that it be rerouted. I phoned a few days later and was told sorry card still in Cape Town. Instruction was never acted on. So I instructed the bank to leave the card in Cape Town. Today we are on our way back to Cape Town, my husband receives an sms to say my card is ready for collection on Bloemfontein. Now I have to wait another 5 business days. This has been the worst service I have ever received from Standard Bank. Not how customers should be treated.
Standard Bank's replyOfficial
09 Jan 2020, 09:44Dear Edwina
Thank you once again for posting your comments.
I refer to my email correspondence and can confirm that this matter has been sorted out.
Kind regards
Clint Petersen
Complaint Resolution Centre
***
Thank you once again for posting your comments.
I refer to my email correspondence and can confirm that this matter has been sorted out.
Kind regards
Clint Petersen
Complaint Resolution Centre
***
Standard Bank's reply09 Jan 2020, 09:44
Official
Dear Edwina
Thank you once again for posting your comments.
I refer to my email correspondence and can confirm that this matter has been sorted out.
Kind regards
Clint Petersen
Complaint Resolution Centre
***
Thank you once again for posting your comments.
I refer to my email correspondence and can confirm that this matter has been sorted out.
Kind regards
Clint Petersen
Complaint Resolution Centre
***