*********** and rude consultants

Good Day

Please allow me to give a background that lead to today's event.

Some 3 yrs ago, not sure exactly when that was, my husband lost his blue card, went into Brackenfell SBSA to report and get a new card.

When he left the branch it seemed all was well. Until I went to withdraw using my blue ATM card and it was retained by the ATM. When going into a branch , I was told that my profile was replaced by my husband details. So all my beneficiaries, internet banking was now linked to his card.

The lady at Capegate Mall help to put things back to normal , however the internet banking was still linked to his card but I could still sign on as usual on my phone.

My husband and I both have separate profiles with full signing powers for both.

So, today I went into Brackenfell SBSA not remembering a thing of the past mixed up. I went in to open Sum 1 accounts for my kids. The accounts were opened and linked to my card. I went into internet banking via app on my phone and the Sum 1 accounts were not reflecting. It was then that I remembered what had happened in the past. I then asked the consultant who was being very helpful the whole time, if he may assist with fixing my internet profile. He tried to link my card as the 2nnd profile under dashboard but kept getting an error.

He then asked one of the colleagues to help. He then called the contact centre and the lady on the other side deactivated my husband's card on profile with the hope of being able to link my card , however that as well failed.

I was now in the bank for just over 2 hours and have been patient with then the whole time. So now, the lady on the other side said that the consultant should use the fingerprint system, he tried and said it was offline.

So the other consultant lady came to help and when all tried failed she then said to me that I should go but a new phone as my phone is too old for the new internet banking App. I am using a Samsung phone with Android. And yes I would like to upgrade and if it was possible I would have already done so. However this lady has a nerve to tell me of my old phone and that I should but a new one just because they do not know what to do and their fingerprint system is not working.

Correct me if O am wrong but it was not her place to give such orders to customers UNLESS SBSA does not want to do business with those of us who are not able to afford the latest version of phones. Is SBSA saying that for me to use internet banking I need a new phone, I MEAN IN THIS PRIDICAMENT THET WE ARE FINDING OURSELVES IN AS A NATION AT PRESENT, IF SO, YOU ARE MOST WELCOME TO BUY ME ONE FOR ME TO BE ABLE TO BANK WITH SBSA, AND THAT IS ACCORDING TO THE LAY AT BRACKEFELL BRANCH.

Now I get home, my husband's phone is a bit recent and not OLD LIKE MINE AS REFFERED TO BY YOUR EMPLOYEE, I downloaded the SBSA APP and registered with his card , I was expecting for the app to tell us to take his pictures and download his ID as the Customer Care lady said should happen and none of that was asked, All was just as what my phone was capable of doing. I was able to register my own profile on internet banking as well, WHICH WAS NOT POSSIBLE TO BE DOEN IN THE BRACH, however all my beneficiaries are obviously linked to my husband's card.

So, either your employees had a target to sell some new APP which some of us does not know of , OR, THEY HAVE NO IDEA WHAT THEY ARE DOING. Can you imagine how many customers may be leaving the branch more frustrated than they came in because of such consultants. One thing for sure, that lady consultant does not know and definitely not live as per the VALUES of SBSA. There are ways of talking to customers, and they should know what to sell to whom. Just because I have a Prestige Acc does not mean I am loaded, you are welcome to check my account, I am struggling with the rest of the country, except your employee, who thinks I should get up from their chair and go buy a new phone. Actually , maybe she must buy me a phone that is compatible to the APP that they wanted me to download , which I still have no idea what that APP is.

All said, getting a 'we apologise for the inconvenience caused' message from you will not help at all, All we ask is that you place consultants that lives as per the values of SBSA and know their products, all of them.

Regards

Moloko Mojela Cell - *** ID - ***