Incompetence to work timeoulsy

I am writing to formally lodge a complaint regarding the unsatisfactory service I have recently experienced with Standard Bank. I have been a loyal customer for many years and have always appreciated the services provided. However, my recent interactions have left me disappointed, frustrated and stressed.

The issue in question is as follows:

About two and half months ago I received a call from one of your tele sales staff members to upgrade my gold credit card to a platinum. I always hate upgrading products telephonically, but he reassured me that the premiums would be less and that all my debits will be transferred immediately onto the new platinum card. On the arrival of my new credit card, it was activated and all details pertaining the new card reflected on my banking app. I even went through into the hayfields branch in PMB to question the new card as the credit limits didn't reflect my old card. The staff member who saw to me in the bank reassured me that all was correct as per what the new card was reflecting on my app and on her system. I went on to use this card over the next 2 months. I waited to see what the finance charges would be and i was reassured that all was as informed by the bank as the finance charge was R125.19 on the 09/11/2024 and in the previous month it was also a small amount. I was horrified after using my credit card on the 23/11/2024 to learn that on the 18/11/2024 an amount of R62 293.83 was debited from my account. Just to learn today that the bank failed to do the transfer over from the old card to my new credit card. Over two months have passed and i have used this card with the false perception that I have money to use on my credit card. This has left me in a bad position before the festive season as I was falsely informed by two of your staff members that all was correct on my new credit card when it was not. I now have to suffer the consequences for your staff's negligence and incompetence in informing me incorrectly and for failing to conduct the transfer over from one card to the next timeously. Two and half months later is not timeous as all.

I have attempted to resolve this issue by visiting your hayfields branch. Unfortunately, these efforts have not yielded a satisfactory resolution as I am now suffering financial strain due to their failure to do the transfer from my old credit card to reflect on my new credit card timeously.

This experience has caused financial inconvenience, wasted time, emotional stress as well as loss in earnings to have to have taken unpaid time off work to query this mistake on your bank side. I find this level of service unacceptable, particularly from an institution of Standard Bank’s reputation.

I kindly request that you:

Investigate this matter thoroughly. Provide a detailed explanation for the incompetence displayed. Offer a prompt resolution to my issue. I trust that you will treat this matter with urgency. Should I not receive a response within a reasonable timeframe, I will have no choice but to escalate my complaint to the relevant regulatory bodies, such as the Ombudsman for Banking Services.

I look forward to your swift response. Please contact me at *** or *** for any additional information you may require.

Yours faithfully,