Highly Dissatisfactory Private Banking Service
Highly Dissatisfactory Private Banking Service : My wife and I are both long standing Standard Bank private banking clients who are equally appalled at the gradual decline in customer service/ private banking support over the years. We hold seperate accounts with seperate private bankers ( Sandton & Fourways) yet have still experienced similar frustrations in enlisting the required assistance when needed. Consequently, we have had to request change of private banking support several times but seemingly to no avail.
Some of the key frustrations I would personally like to highlight include: - High turnover of private bankers (ironically the few that you are happy with and who are excellent with their customer support). The feedback I received was that they have been promoted internally to a more lucrative position in Standard Bank. - The inaccessibility of private bankers when you require their assistance (apparently the system was changed without due consideration of it's impact on customers suddenly not having private bankers situated at their respective branch any more). Apparently for Gauteng, most private bankers are based in Fourways and need to be contacted remotely. - Junior / trainee private banking support personnel being allocated to long standing clients (who are accustomed to working with knowledgeable and skilled personnel.
Moving to my more immediate challenges which are still unresolved, I raised the following request for assistance with : - my uCount app and uCount rewards not functioning well. (early this year in March), - my need for assistance with safe-guarding the security of my internet banking, standard bank app, re-issued bank cards etc ... (last month in April)
I called and emailed my current private banker (Chockey) and followed up with a call to the Private Banking Manager (Bongani Thabethe) and am still awaiting the promised assistance/ escalation to resolve my long outstanding matters.
NB. I must reiterate the frustration of having been forced to go into the branch and wait for countless hours with walk-in clients, simply because the standard of private banking customer service leaves much to be desired.
Thank you for contacting us for assistance. We try very hard to make every customer’s experience enjoyable, and we really regret not being able to meet your expectations this time.
We will do our best to resolve this issue as soon as possible and find a solution that works for you.
Our team will contact you to assist you.
Kindest regards,
Standard Bank Hello Peter Team
***
Thank you for contacting us for assistance. We try very hard to make every customer’s experience enjoyable, and we really regret not being able to meet your expectations this time.
We will do our best to resolve this issue as soon as possible and find a solution that works for you.
Our team will contact you to assist you.
Kindest regards,
Standard Bank Hello Peter Team
***
I received emails closing the case , stating that service request *** has been resolved . Further to thus, I now see your reply above stating that the private banking team has made contact and will assist, yet no such resolution has been expedited to date.
I have even emailed the Private Banking Head and customer care email address , and am still awaiting the promised assistance.
Highly frustrated Std Bank customer
I received emails closing the case , stating that service request *** has been resolved . Further to thus, I now see your reply above stating that the private banking team has made contact and will assist, yet no such resolution has been expedited to date.
I have even emailed the Private Banking Head and customer care email address , and am still awaiting the promised assistance.
Highly frustrated Std Bank customer
Is this how Standard Bank treats loyal customers ?
I shudder to think that if this is the level of service that Private Banking clients receive, what does the average Standard Bank client go through ?
I have had to visit the branches and wait in queues and still have not resolved my matter. Calling the customer care helpline and waiting for 30- 40 minutes ( and multiple transfer to other departments with new verifications all the time ) is highly frustrating.
I am utterly disconcerted and would like to move my business to another bank that cares and prioritize their clients.
Truly dismal and disappointin service from Standard Bank.
Is this how Standard Bank treats loyal customers ?
I shudder to think that if this is the level of service that Private Banking clients receive, what does the average Standard Bank client go through ?
I have had to visit the branches and wait in queues and still have not resolved my matter. Calling the customer care helpline and waiting for 30- 40 minutes ( and multiple transfer to other departments with new verifications all the time ) is highly frustrating.
I am utterly disconcerted and would like to move my business to another bank that cares and prioritize their clients.
Truly dismal and disappointin service from Standard Bank.
The matter is being treated as a priority and our team is ensuring that it is resolved timeously .
We will revert with feedback as soon as possible .
We appreciate your patience.
Kindest regards
Standard Bank Hello Peter Team
***
The matter is being treated as a priority and our team is ensuring that it is resolved timeously .
We will revert with feedback as soon as possible .
We appreciate your patience.
Kindest regards
Standard Bank Hello Peter Team
***