Formal Complaint – Ongoing Poor Service and Request for Immediate Account Closure

I would like to express my deepest dissatisfaction with the service I have once again received from Standard Bank call centre agents.

In a single day, I have made four calls regarding my Access Save account, which is not allowing me to place a notice as required. Throughout these calls, I have been transferred from pillar to post, experienced agents dropping my calls, and encountered a complete lack of ownership of my enquiry. There has been no courtesy, no follow-up, no call-backs, and no service from the heart.

I have been placed on excessively long holds — approximately 30 minutes per call — with no resolution. Agents advised that they do not know what the issue is, despite confirming that I should be able to place a notice on the account. I was informed that I would be transferred to the digital team; however, this process failed repeatedly, resulting in dropped calls and further delays.

This account was intended to assist me with saving extra funds and accessing support when needed. Unfortunately, due to the consistent service failures, I am not benefiting from having this account.

I am therefore requesting that my Access Save account be closed with immediate effect, as the ongoing lack of effective support has made it untenable to continue banking under these circumstances.

I trust that this matter will be taken seriously and addressed accordingly.