*****. Incorrect replacement card sent me. Shocking service.

Hi Standard Bank,

The service I have been receiving from you is nothing short of disgusting, especially as I have had an account with you close on 15 years possibly more. Last week Tuesday 8th September 2020 there was ***** on my account which I reported immediately. On Wednesday 9th September I logged onto my banking profile and notices a further transaction of R450.00 had been taken off my account. Upon contacting ***** again, they advised it was an internal charge for express delivery which I was then redirected to the card team who did log a ticket for reversal. I was told I would receive a phone call from the ***** department after three business days - no call, no follow ups until I contacted the ***** team once again this morning on 14th September only to be told my case had been closed. Surely you need to contact the client? Keep them updated? Explain why you closing the case? Luckily the lady who took my call could see that the funds had left my account and it has been reopened and advised that I need to wait a further three days for the funds to be paid back over.

Today 14th September, I received an SMS from RAM indicating they would deliver to my home address, which I had change with them three times last week to reflect my work address. RAM said I needed to speak to Standard Bank, which I did only to be told that it cannot be delivered to my work address as my home address is on my portfolio. I then requested the card be delivered to the branch. Whilst standing at the Fourways Crossing branch for over an hour, RAM called to let me know they were at my office to deliver the card. The RAM driver kindly waited whilst I left Fourways and went back to my office.

I have a gold cheque account with Standard Bank - yet somehow you sent me a Student Achiever Debit card. You can't even get the card right. After being on a call with the card division for over 50 minutes this afternoon - I still don't know when I will get the correct card as the consultant put me through to rate his service when I still had questions and never got a reference number which each time I have had to ask for this.

It is a week later and I still don't have access to my account - in this day and age one would expect that this would be a seamless process and the your clients would be kept in the loop and not have to keep phoning to find out the status of their ***** case. Phone to find out why an incorrect card was sent.

I am utterly shocked at the level of service, or lack of service