Incompetence of Consultants and Branch Manager

<p>I want to lay a complaint about Zanele Seoka (Customer Consultant - Southgate branch) and Anna Kambule (Branch Manager - Evaton branch) for their incompetence in not successfully closing off my cheque account as well as The credit card division for failing to call me back to finalize the closure of my credit card. I went into the Southgate branch on 30/09/2016 to close of my cheque account and was assisted by Zanele Seoka, she did whatever she did and I signed some documents and she informed me that the cheque account was closed off. On the 08/10/2016 I went to the Eveton branch to enquire about my internet banking profile only to find out that the cheque account was not closed off as I had initially thought. The branch manager (Anna Kambule) assisted me with closing it off. There were some funds in the cheque account and she transferred it into my pure save account, I signed a closure document and she said that the closure would reflect by Monday 10/10/2016. To my surprise the funds that I thought were transferred into my pure save account from the cheque account were withdrawn and deposited back into my pure save account (All this by the way, was not done by me BUT by the people at the Evaton Branch, I even have the SMS’s I received as proof). This all resulted in me being charged service fees worth R75 on the cheque and R20 on the pure save account. Why was all this done? I have no idea. I went into the Southgate branch again on 15/10/2016 to find out what was going on and I was assisted by another consultant Bulelwa who informed me that the reason why the cheque account is still not closed is because I owe those service fees for the withdrawal and cash deposit. The account will only be successfully closed off once those funds are paid. I informed her that I will not pay a cent as I refuse to pay for something I know nothing off. She emailed the branch Anna at Evaton to reverse the funds so as to successfully close that account. She (Bulelwa) called me this morning (17/10/2016) to inform me that the Evaton branch were still investigating and would get back to me by the end of the day. Zanele Seoka also failed to inform me that in order to close of the credit card, you have to call into the credit card division call center. I only found out when I went into the Evaton branch. I called into the credit card division numerous times to try and close off the credit card. I called on 30/10/2016 and spoke to Magotso and she said someone from back office will be in contact with me within 48hours no one contacted me. I then called again and spoke to Linda on 12/10/2016 and she informed me that they would call in 24hours no one did. I called this morning again 17/10/2016 and the consulted informed me that I owed R380 on the card, I really do not know what the R380 is for because I do not see it on my App when I open the card statement, as far as I am aware I do not owe the credit card and why did the other agents not inform me that I owed the credit card? So now, I also cannot close off my credit card. I am not sure if I will ever close off these accounts and quite frankly I am exhausted in being taken from pillar to post with no assistance. Is it really too much to get basic customer service from a well-respected banking institution? Is it too much to call back the customer as promised? I have been a customer for over 15 years and trust me when I say I will never recommend standard to anyone or bank with standard bank ever again. I also think that all consultants and branch managers need to take a course on basic customer service as well as another crash course on the bank processes and how the bank’s system works.</p>