"Incompetence at Its Finest: A Complete Failure of Customer Support and Verification"

I've been locked out of my Tap & Pay service with Samsung Pay because it demands identity verification with my bank. Fine. But here’s the issue: the Samsung Pay app wants me to call the bank. So, I do—multiple times—only to be stuck waiting endlessly with no response. Eventually, I use the "Call Me Back" option. Finally, an agent gets in touch, and what do they do? They start the ID verification process, asking for my ID number, full name, credit card limit, and so on. As part of the process, I'm told to authenticate myself by logging into the app and confirming a message from Standard Bank that it’s really me on the line.

Great. I do exactly that. The message on the app clearly reads:

Standard Bank Date (25/09/2024)

"You have successfully accepted the notification and authenticated yourself."

Now here’s where it gets ridiculous: after jumping through all those hoops, the agent informs me that their system still can’t verify I’m the account holder. Are you kidding me?! They then tell me to call back in 24 hours or visit a branch—both of which are completely unacceptable. I ask why I’m not being authenticated, and guess what? They can’t tell me. I’m not allowed to know what information they think I got wrong about myself, nor is there any alternative verification method available.

I can’t make it to a branch during working hours, so I attempt to start a chat on the Standard Bank app. But—surprise, surprise—since they can’t verify me, I’m told the same thing: wait 24 hours or go to a branch. No solution, no explanation, just robotic repetition of the same nonsense.

So, I call the complaints line, and it’s the same story. This time, I ask the obvious question: How is logging into your app with biometrics and successfully authenticating as the account holder not enough proof that it’s me?! How does your system, which confirms I’ve verified my identity, turn around and deny that same verification? And why does this mean I have to wait a whole day before anyone will lift a finger to help me?

Enough is enough. I’m done with the excuses, the incompetence, and the dead-end processes. This whole thing is beyond absurd. How do you expect your customers to trust your systems or services when you can’t even get basic identity verification right?

Fix this now!