Disgusted by Standard Bank Call Centre -Lending Department

I am extremely disappointed with Standard bank call centre lending department and their systems, I phoned on the 14 November 2023 around 11;30 to do an application to increase my overdraft limit with R2000, the consultant by the name of Tselani Mnguni completed the application and it was approved, she then advised me to send all payslips, which i did the same day at 1349 to ***, she informed me that the application will be approved after i sent the payslip and everything will be finalised after 72 hours, I told her that the funds are for emergency challenges but on Friday when i realised that I cannot wait for 3 days for a lousy R2000, i will rather go to the branch, which i did and i asked them to cancel that application and do a new one because this is an emergency issue, the consultant told me there is nothing they can do to assist me , i need to call the call centre which i did and they informed me there is nothing they can do i have to wait , because my issue needed money i have to withdraw funds from my contract save to ensure that my emergency issue is sorted, i then called on Friday late to find out when will funds be loaded on my account, the consultant said by Saturday the funds should reflect.

on Saturday the funds are still not reflecting, I called Monday to ask what is happening and the consultant told me that he will send a request for the funds to be released, till today the funds are not released into my account, Khethiwe Seriti the administration office who is currently holding my application is sleeping with clients applications. i need to understand what is the term for simple banking, why is there a department that is called call-centre sales, why was it implemented from the first place if it does not simplify banking for clients who does not have time to go to the branch, what about someone who is stuck at home due to illness who cannot go to the branch to sort out their banking issues, if the service we are getting from the call centre does not serve the objective of simple banking. The worst part is that your APP does not allow me to increase the o/d on it, instead it offers me R250k RCP which i do not want , the worst part is that even if you phoned in and your phone gets cut due to airtime, none of the consultant will call you, even if the application takes forever, no SMS or email will be sent to the client.

I worked for standard bank for 8 years, I was a consultant, custodia, back-office support, prestige banker and a call centre agent who dealt with all sorts of products, our turnaround time was 48 hours and for overdraft was even less because we were using perusal method if the client has been banking with us for long and the salary was the same for the past 6 months, this thing of after 72 hours should apply to new o/d or new loan, the o/d increase is not necessary especially for small amounts, the world is evolving into digital banking for convenient but standard bank has failed to implement this while other banks are doing and improving their IT and digital platforms, I have never been so disgusted with the bank ever since I opened this account, call centre department for sales lending is the worst department ever, your systems or procedures are too much, and no feedback from your side shows you dont care about the client, Tselani Mnguni you need to learn to track all the applications you have done so that you are on top of your game, it does not serve any purpose to do application and not follow through to ensure that the client you have assisted has been served, this shows you are not a sales person and does not care whether the client gets the service or not Khethiwe Seriti learn that administration work needs someone that is fast and accurate, you need to make sure that whoever needs to confirm employment or verify payslips etc has done their job if that is not part of your job already, the banking sector is a profit making organisation that needs to keep clients happy all the time, i am not talking about not following procedures, i am talking about that you do that while making sure that you don't have backlog, i am extremely disappointed by your service together with Tselani, this is bad and i hope you learn from this