How wrong can one bank really get it?

Never in my life have an experienced so many empty promises and pathetic customer service from a bank and their so-called ***** department. No matter how many times I reach out, do your homework and even point you to correct your own mistakes by being a honest customer, have I come across such an *********** team. You always have to wait 2-3 days, your issue is always escalated to another team, and your issue is never resolved.

So three months ago there was a ***** on my credit card (interesting how this happens 1 hour before the card is cancelled to be replaced with a new card). I reported this to the bank immediately and my card was cancelled (and also my well earned vacation by the way since you left me with no other option).

A month later, after endless calls, your ***** team refunds the *****ulent amount to my credit card, but to the wrong and cancelled credit card account. Eventually, after another series of calls the amount is transferred to the correct credit card - matter settled you would think - oh no, not with SBSA!

A month later in Feb, the online merchant involved with the *****, decides to also refund the *****ulent transaction - so this means I was refunded twice for the same ***** case. I am person with ethics, and report this to the bank and ***** team who despite this, even tells me everything is in order and the case is closed - really!? Being honest was probably a mistake because here we go again....!

I also receive a statement for the old credit card in Feb with the ***** transaction still outstanding - this after the same transaction was transferred to the new credit card and refunded by your ***** team - it is clearly on the statement....I also report this issue to the bank in March.

So this is how SBSA decides to resolve the issue: 1. Transfer the ***** amount out of my credit card to the old credit card to clear the outstanding amount, even though the transaction was transferred to my new card. 2. Also subtract the same amount for the "double refund" from my credit card (So instead of being refunded twice, I am now ending up paying twice for the same ***** case) - this means we are right back at the beginning, but I have paid twice for the same issue!! 3. At this time, there is another amount (the 3rd transaction on my credit card) for the same ***** case pending on my credit card.

Oh, here we go with another issue whilst this is all going on: SBSA advises me to upgrade the account which all makes sense because then I have a bundled package which means less credit card fees! Well you guess it, I am now paying for the new SBSA banking package as well as the credit card fees which was supposed to be included in the monthly fee. You just cannot get it right!!

How on earth can you get this so wrong, all without ever informing your customer or keeping them in the loop to tell them what is going on.

BTW - your outgoing phone system is faulty - when you call me and I answer, I am requested to rate the experience with SBSA, no-one ever talk to me so what would you like me to rate?

Seems your ***** department cannot do basic math, between everyone passing the buck between departments, bankers always escalating the matter to your ***** team and the ***** team being unable todo basic math never mind banking, how on earth to you expect a customer to be satisfied with this.

Your online X team is just a voice, and probably this hellopeter team too? How about someone sit down, complete a full audit of this matter and resolve it once and for all - it only takes an hour of attention from a bank, that is all.

Now what - you will not talk with me, not resolve the matter....any ideas, or shall we move on? Given the time spent on this matter, by now it would have been easier to accept the ***** losses on my account and simply move to another bank, maybe I am the idiot here for sticking with you.

Well here is your own motto as a reminder to who ever is reading this: "We strive to create an environment that brings out the best in our people to passionately serve our clients, deliver operational excellence and contribute to achieving sustainable growth, which is core to our strategy." ....Please prove it?