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Sheilagh D

1 reviews | Active since Dec 2015

20 Jul 2021, 13:10

Extremely poor service from Standard Bank

Such very poor service from this bank! My cards were re-issued after I reported a phishing **** on 7th June. I had to collect new cards for MasterCard and a new debitcard. These were collected and then I had to go into the bank to get them activated. There was then a problem with my internet banking as they were not linked properly. Another visit to the bank. Then, my mastercard was blocked for no apparent reason. Phone calls take forever to get a consultant and the lines are so poor that one cannot hear what they say. So eventually the card was unblocked with no explanation as to why it was blocked. I have now lost count of the visits to my bank to sort out this problem! Today I went into my internet banking system and my mastercard IS BLOCKED AGAIN! No contact to tell me as to the reason for this! So I visit the bank and the customer consultant putsme at the customer self service deskand puts through a call to the ***** department. Wow I can actually hear what is being said - I explain that my Mastercard is blocked and I want it unblocked and the reason why it was blocked. He told me that I would be called back within 15 minutes to be asked some security questions and then it would be unblocked. He also said that I need not sit and wait in the bank for the call. eventually I get home and sign onto my internet banking only to discover that my mastercard account is still blocked BUT now my other account IS ALSO BLOCKED. What is going on with this bank? SO I called the customer service number and that consultant passed me to the ***** department again! I explained my problem again and now I sit waiting.... When is this going to stop? When is this going to be resolved? How many more times is this going to happen. Why no communication BEFORE the blocking? SO I am so angry, frustrated, annoyed, my already high blood pressure is now even moreelevated - as a pensioner who is trying to avoid having to go out in these covid19 times, wasting petrol, queueing to see someone to sort this out but it doesn't get sorted. I am at the end of my patience. Seriously considering changing from the bank that I have been with since 1973.

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Replies (2)
Standard Bank
Standard Bank's reply21 Jul 2021, 01:35
Official
Hello Sheilagh Dorrington 
  
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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*** (fax)
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SD
Sheilagh D's update23 Jul 2021, 14:02
Reviewer Update
22/07/2021 My goodness, it has happened AGAIN - my cards were blocked. Needless to say, I went back to my branch and asked to speak to a manager, and was told to wait for a consultant and the manager would sit in and advise the consultant. After re-telling the saga the consultant made a call to the ***** department. After hanging on to wait for someone to answer eventually my story was retold. We were told to hang on and this "hanging" lasted nearly an hour! Apparently, my pc and my phone were "HOT". I had new cards, new email address, new sign-on and new pin numbers - I cannot afford to purchase a new PC or a new phone! The ***** department said that they would remove the block on my PC and phone. So after more than 2 hours I certainly hope that this is the end of it. Just imagine how much that call would've cost me! I was called back by the ***** department to tell me that it is now resolved. That afternoon I was successful in completing my transactions online!. Long may this last!!!!!! 23/07/20212 the latest is that I can also use the app successfully, to purchase electricity. Happiness is!