Formal Complaint Regarding Poor Service and Account Closure Issues

Dear Sir/Madam,

I am writing to formally express my dissatisfaction with the service I have received from Standard Bank regarding my Prestige account. I opened this account with the expectation of receiving premium support and service, as is promised for Prestige clients. Unfortunately, my experience has been the complete opposite, and I am deeply frustrated with the lack of assistance and responsiveness.

1. Lack of Support from Personal Banker: When I initially opened my Prestige account, I was informed that I would receive personalized and high-quality support from a dedicated personal banker. However, I have repeatedly attempted to contact my assigned banker via email and phone without any response or assistance. Despite my efforts, I have received no follow-up or help with any of my requests. This level of service is unacceptable and has not met the standard I was promised when I became a Prestige account holder.

2. Difficulty in Closing My Account: On , 21/11/2025I made the decision to close my account due to the poor service I received. I requested account closure from my personal banker on 22/11/2025and yet, the matter has still not been resolved. I have not received any confirmation of the account closure nor any follow-up communication, and the process seems to be stalled.

3. Unwarranted Fees: Additionally, I am extremely disappointed to learn that I am being charged bank fees, despite the lack of support provided throughout my time as a customer. It is unreasonable for Standard Bank to charge fees for an account that I was unable to properly manage due to inadequate service. I believe this situation warrants a review of the charges app**** to my account, as the service provided falls far below the standard expected of a Prestige account holder.

4. Request for Resolution: I am requesting the following actions be taken as soon as possible:

Immediate closure of my Prestige account, with written confirmation of the closure.

Now you want to charge me bank cost because they did not close the account yesterday but today that the bank cost can run again. REALLY? A formal apology for the poor service and lack of response from your team.

I expect a prompt resolution to this matter and would appreciate a response within [insert time frame, e.g., 48 hours]. If I do not receive a satisfactory resolution, I will be forced to escalate the matter further.

Thank you for your attention to this matter. I look forward to your prompt response.

Sincerely,