*********** Standardbank Branch, Staff.

To whom it may concern at Standardbank South Africa

I am writing this letter with with the hope of touching your heart so you can feel the hurt and pain your *********** staff members have coursed me.

This is the second time where the incompetence of standardbank staff memebers has caused me time, pain, anger and frustration. Late 2018 i couldnt log into my intertnet banking, i visited Standardbank Pretoria Branch at Church Square they advised that i reset my details amd adviced on the processes i should expect when assisted. The branch visit was after i called your call centre and they advised i make a visit to the branch as they cannit help me over the phone. 24hrs later after the branch visit i still couldn't reset my details. I made another visit to the branch, asked for the manager was taken back to the enquiries desk. The incompetence of standardbank was explained as "there is no note on your profile that says you came in to request a reset of your details" i was asked what steps where followed i explained them, now it doesnt make sense that i should be telling the service provider how their work must be done, i dont know your systems you do. Reason 2"the person who was assisting your is not fami**** with the process of ressetting details for internet banking" it is my understanding and view that when new products and systems are introduced staff needs to be taken for training for the new introductions. I also quried how i was assisted when a client has a problem you dont make them stand at the enquery desk for everyone to hear their anger and frustrations amd the lies you are giving to cover your incompetence, give them a private room to hear their concerns. Then you say i must call you if after 3hrs i am unable to log in, now that is not customer service as a disgruntled client you ahould make follow ups and call me to check if this time around you did good.

Back to 24 April 2019, sometime in March 2019just after the 15,i went to Standardbank Pretoria Church Square branch to put in notice of R1500.00 expectd date for notice to come through was 22 April 2019 but because of the long easter weekend i took never mind and allowed for a day or two delay. Not wanting to think the worst, i went to the branch to enquire when should i expect my notice to come through, The incompetence of standardbank was explained as "there is no note on your profile that says you came in to give a notice" i was asked what steps where followed i explained them, now it doesnt make sense that i should be telling the service provider how their work must be done. A solution to the problen was giving but it felt as if i was claiming that i came into make a notice. As i waited to be assisted by the manager i tried as best as possible to stay calm, when the manager callled me she asked who helped me i said i dont knwo and she gave a name, so clearly if you can gove a name it says you could see on my profile i did come in. As the tension was boiling, i asked for my ID card as i wanted to leave, she said no do ot leave we are gojng to assist you. I reminded her that i am sure youdbo remember me fromthe last issue i had with you i dont want to go throygh that again. I left the branch.

R1500 might be a small amount to you, maybe your policy is to only render proper service to those whose bank balance gives you more profit and a market leader at what you, well standardbank i am afraid my bank account and those of a million black South Africans are your clients and our bank account balances are not those that your staff uave shown deceive proper service.

Let me explain why i made that notice, first, it is money that i saved with your bank for future use, for an emergency, whatever financial decisions i made were based on me having money saved that i can use later when i need it, and i understood and agreed to the 32 day notice product you had to offer. At this moment i have to go around borrowing money to make up for your incompetence and appear to those on whose doors i am knocking as **** who did not manage their finances well and is now using standardbank as an excuse for her lack of financial planning. Do you ot promote proper sou d financial palnning for your clients?

Donk know where this letter is going to lead but i am so upset, angry, disturbed, dissatisfied with you that i dont want to go back into that branch or anyother standardbank branch lest i go the route of crashing into any of your branches but i am sane enough to know that route wont do me any good. As little as my money is it is not worth any irratinality. My next stept is to leave standardbank for good. I have forgiven you too many a times from internet ***** twice, to 6 months of incompetence.

Some of your benefits of bnking with you are explained in your website as... 1. Your rules: You rule standardbank, you failed to rule on my 32 day notice to benefit me. 2. Yorur world:it is your world, my world as your client doesnt matter, my world is going crazy and insane thanks to your *********** staff 3. Your time: your 32 day tine fram lapsed without results, my time to male that notice wasted, time i take from work to viait branch wasted. Sleepless night and time used to find a solution the stresed you put me, 4. Your future. You failed my future plans.

Regards,

Keneilwe Hilda Mahlangu

Ps please upgrade your online complaints system it is as *********** as your staff