Feedback: Standard Bank has little value for customer service

The reason I am so frustrated is because I was misinformed. I once called into the standard bank customer "care" earlier in the year to enquire about standard Bank's recall process and also asked what the fee would be. I was informed that there would be no fee, was emailed an SOD form after the call which I filled out and emailed to the department I was told to email to.

I received feedback 2 days later, to which I responded to on the same day (26 July 20121) and waited for more feedback. A whole month went by and still no feedback and so on 26 August 2021, I sent an email requesting for feedback. It was only on 30 September 2021 when I was told that there actually is a fee and not only is there a fee, but that a positive outcome is not guaranteed.

I responded in saying that I do not agree with the fee because I was told that there would be no fee. The response I received to that was that "the auto acknowlegement advised of the fee". Hello? You are referring to an email that was only sent to me 2 and a half months after I made the request. The fact that whoever sent me that email felt that that response was sufficient says a lot about just how little value standard bank places on customer service. Not only that, but there seems to be no cohesiveness among the teams or departments - and no interest to assist a fellow colleague. The consultant who was assisting me was being sent back and forth different departments with these departments declining to help and not even bothering to advise her any further (I was Cc'd on the emails).

Based on how my query was handled, I know that I will not receive the outcome that I was hoping for but word of mouth goes a long way and can help potential clients make better informed decisions.