*********** Staff, Appalling Services, Complete BRAND TARNISHING EXPERIENCE!

On 25-05-2020 I visited the Standard Bank Westgate branch as I have received notices regarding my bank card expiring soon. Upon arrival outside the branch, I was met with little protocol of the lockdown health precautions that should be taken (problem #1). I joined one of 2 queues behind another client holding a "Last one in the line" card (how is this even practical). A consultant by the name of Lethokuhle asked why I had visited the branch. I explained my reason. She was holding a board, I assume with customer details, and I asked if she would take down my details & reason for being there in order to get a ticket number. She said no and instead simply walked away & left me standing there with no explanation or advice as to what to do next (problem #2). I continued to wait in line however, after some time I decided to take it upon MYSELF to find out if indeed I was waiting in the right queue. I asked my partner to inquire from another consultant while I held my place in the queue. Nadia, being the other consultant, was just as disinterested & *********** as her colleague, as she simply responded by saying "I do not know what you should, all I know is the line starts outside the mall" and she went about her business without probing as to what the issue is (problem #3). We decided to go outside the mall to join that queue & another client was holding a "Last one in the line" card and said he was advised to not let anyone join this queue (contradicting what I was advised by NADIA) . I went BACK to the bank & asked Nadia to advise as to where I should go or what I should do as Lethokuhle was of no assistance, & again disterested Nadia said "I don't know what you should do". I asked her to find out from her colleague; she went inside the branch & never came back to provide feedback (problem #4) Please bare in mind that by this time, it had been close to an hour of me trying to get assistance or be advised with no success. Other Standard Bank clients outside the branch had been complaining about the very same consultants and their poor/slow service, disorganization, attitude & lack of interest or zeal to assist. A gentleman whose name I unfortunately did not get, came outside & provided the very same level of appalling service. How do you resolve a customer issue by partaking in a he-said she-said debate with a client? How do you bring in another client into a customer issue unrelated to them to corroborate on a matter they are uninvolved in? How do you as a manager /Supervisor advise that a consultant ask if a customer is lying about their issuebor what transpired ? How do you raise your voice & make hand gestures at a client? How do you tell a client "I'll make an exception by letting you join the queue" with 40+ customers waiting, of which some came after you? I could go on about the hour long pathetic service but that would be an additional waste of time my time.

Are these the type of frontliners Standard Bank has? Is this the customer service level Standard Bank prides themselves on? I took time out of MY day to visit YOUR branch in order for YOU to assist me with YOUR product & this is the pathetic service level I receive? Is this the way you would like the face of your brand to be as Standard Bank? I suggest the next time you retrench employees, you start at your Westgate branch. They add no real value to your brand or what you claim to stand for.

Today's visit to the Standard Bank Westgate branch was not only unpleasant & unsatisfactory, it was also a waste of my time, money & effort!

I would like Standard Bank to advise on a way forward as I left the branch having dealt with TWO consultants & ONE supervisor & none of them were of any help. I will not be returning to any branch to have the issue of my card resolved. I would like Standard Bank to instead provide a solution as I have made an effort on my side & was not met halfway by those you employ. For an organization that wants to be considered as essential, this is disappointing!

Please refrain from providing a PR response or standard apology. I would like a solution.

I await your response.

AN IRATE CLIENT