Formal Complaint Regarding Poor Service and Dysfunctional Account – BGDG (Pty) Ltd (Acc No. ***

Date: 27 May 2025

Subject: Formal Complaint Regarding Poor Service and Dysfunctional Account – BGDG (Pty) Ltd (Acc No. ***)

Dear Sir/Madam,

I am writing this letter to formally express my extreme dissatisfaction and frustration with the appalling level of service I have received from Standard Bank since opening a new business account (Account Number: ***) under the name BGDG (Pty) Ltd.

Despite my expectations of professional and reliable banking services, the experience over the past five days has been nothing short of a nightmare. I have had to return to your branch daily from Thursday 22 May 2025 until Tuesday 27 May 2025, without a single resolution to the ongoing issues, leaving me agitated, inconvenienced, and deeply disappointed.

The problems began immediately after the account was opened. Despite initial deposits made from another Standard Bank account, each payment took a full day to reflect — unacceptable for inter-bank transfers within the same institution.

More seriously, my bank card was declined when trying to purchase fuel on Day 1. The banking app threw a VBHost error code: 2009, and all attempts to transact, including ATM withdrawals and CashSend, failed. The ATM returned error code 0328, stating that the account was not available for transactions.

I immediately visited your Tyger Manor branch and was told I could not see my account manager, Mr. Phumzile Kamteni, without an appointment. Desperate for assistance, I explained that this was an urgent matter, yet I was met with dismissiveness. I eventually sent an email and scheduled to return on Tuesday when Mr. Kamteni was expected to be back.

Between Friday 23 May and Saturday 24 May, I returned to the branch multiple times, spent hours waiting, was shunted between employees, and still received no help. I was eventually issued a new ATM card — which still did not work. Every single attempt to escalate or get a definitive answer failed.

On Saturday, after three hours in the branch, I was even refused access to the restroom unless accompanied by my account manager — who was unavailable. This is not only poor service, it is humiliating, and reflects a complete disregard for your clients' basic dignity. By Tuesday 27 May, I returned expecting to see Mr. Kamteni. I was informed he was not available, only to later learn he was in the building, seeing another client. Once again, I was referred to Mr. Kwakho Mtwa — who, shockingly, had previously dismissed me outright on Friday. Not only was he unhelpful, but condescending, and made no effort whatsoever to assist. I was told to “wait until it’s solved” without explanation or accountability.

Over five days:

I have had no access to my business funds.

No meaningful feedback or follow-up from your staff.

Inconsistent and often contradictory information.

Unprofessional, rude, and dismissive behavior from key personnel.

No escalation or resolution to what appears to be a fundamental issue with my account functionality.

This has caused enormous inconvenience, damaged my confidence in your institution, and severely disrupted my ability to operate my business.

If this is the level of service Standard Bank considers acceptable, I am deeply concerned about the future of our banking relationship. I demand that this matter be escalated and resolved immediately. I expect:

1. A written apology for the manner in which I was treated.

2. A full explanation for why my account has been dysfunctional since inception.

3. Assurance that this issue will be resolved without further delay.

4. Compensation for the time lost and inconvenience suffered.

Should I not receive a satisfactory resolution within 48 hours, I will be left with no option but to escalate this complaint to the Ombudsman for Banking Services and consider moving my business elsewhere.

Sincerely, FJ Griesel Director – BGDG (Pty) Ltd