Formal Complaint – Mobile App Profile Linking Issue and Unfair Service Charge

I have been patient enough with standard bank. I am writing to formally lodge a complaint regarding an ongoing issue with my Standard Bank mobile app and the poor service I received at one of your branches. For some time now, my banking app has not allowed me to make transfers. The error message states that I must “link my profile”, which I have done multiple times without success. Due to this issue, I visited the branch for assistance, where I spent over two hours with a consultant trying to resolve the problem. During this visit, the consultant attempted to link my profile from their side and also took my fingerprint, yet the problem remains unresolved on my app. I was further advised to contact head office for assistance. The consultant attempted to call head office using ***, and later I also tried calling the same number myself, however, no one answered. What concerns me most is that although my app still does not work, I was told that the consultant could assist me with transferring money on their side at a cost of R90. I find this extremely unfair, as this is a technical issue with your system and not my fault. It is also confusing how transfers can be done on your side but not on my own banking app. I feel deeply disappointed and frustrated, as I was forced to pay for a service that should not have been necessary if my app was functioning correctly. A refund of the R90 will be appreciated, as this issue was not caused by me. I respectfully request: 1. A full investigation into why my profile is still not properly linked on the app. 2. Immediate resolution of my mobile banking.

Also I called today at the call centre the consultant named yamkela was so unprofessional the background was very noisy He said I must go back to the branch again? No I am very tired of this !!!!