Formal Complaint: Poor Service and Incorrect Account Changes – Standard Bank Simmonds Branch

Good day,

I am writing to formally lodge a complaint regarding the unacceptable service I received yesterday at the Standard Bank Simmonds Branch. Firstly, I waited for approximately one hour before being assisted. While I am unsure whether this was due to system delays or the complexity of other clients’ queries, I find this unreasonable given that my own requests took only a few minutes to address.

During my interaction with the consultant, I requested the following changes: 1. OTP contact details update for my account: o Mobile number to be changed from *** to *** o Email address to be changed from *** to ***

I was assured that these changes were processed and that I should allow approximately 20 minutes for them to reflect. To date, these details have still not been updated. 2. Closure of my Tax-Free Savings Account, as I no longer use it and have alternative savings arrangements. I was explicitly informed that this request had been completed.

To my shock and disappointment, I discovered this morning that the Notice Account remains active, while my PureSave account has instead been closed, which I did not request. This error is completely unacceptable.

I must further state that I am unable to effect these changes telephonically or via online banking and was instructed to visit the branch. I comp****, took time off from work, and endured a long wait, only to receive incorrect and incomplete service. I will not be returning to the branch again under these circumstances.

I therefore demand that the following be implemented immediately, without any further delay or requirement for a branch visit: • Update my OTP contact details as follows for Account Number: ***: o Mobile: *** o Email: *** • Close the Notice ***

Additionally, please ensure that my residential and postal address is updated and aligned as follows, as I no longer reside at my previous address in Alexandra: • Residential & Postal Address: Unit 162, The Orchards Crystal Park Benoni 1501

My personal details are as follows: • Full Name: Thulani Mkrola • ID Number: *** 080

I expect this matter to be treated with urgency and resolved promptly. Please confirm in writing once all the above corrections have been successfully completed.

Yours sincerely,