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Rowena S

1 reviews | Active since Apr 2018

23 Apr 2018, 22:02

Impossible to change post and OTP details

I have been trying for over two weeks to update my email and OTP details and cancel all paper statements for my bond, current account and credit card. I have been into both Sandton Branch and Northgate (NUMEROUS times). I have been forced to sit on the phone with bond department because nobody in the branch can help me, and I can't do it over email or online.

I was told that it was an "IT problem" and it was reported.

Last week I was assured that my email address had been updated. I received my current account statement, at the incorrect email address, earlier this evening. I then checked online and noticed that, still, none of my changes requests have been made!

Please, for the love of all that is holy ... how the HELL do you update your postal and OTP details for Standard Bank! Does it require a human sacrifice? Should I close all my accounts and move everything elsewhere?

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Replies (2)
Standard Bank
Standard Bank's reply24 Apr 2018, 08:03
Official

We apologize for the inconvenience and frustration in your experiencing.

One of our resolution consultants will contact you shortly to help resolve your complaint.

We greatly appreciate your continued support

Regards

Complaint Resolution Centre
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*** (fax)
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RS
Rowena S's update25 Apr 2018, 13:31
Reviewer Update
Imaan, from Client Services at Northgate Branch has very kindly sorted out my OTP problem. She was an absolute star. Unfortunately the email issue, which Imaan escalated to IT, has still not been resolved! I know of two other people experiencing the identical issue and who have simply given up! On Sunday I am flying to UK with my email address unresolved. This is something that Standard Bank does not allow to be changed ,except in a branch, whilst the client is sitting there. However, from my recent experiences, the service agents do not have access to update client email addresses either! This is NOT good enough Standard Bank!