MB
Marinella B
1 reviews | Active since Dec 2012
27 Oct 2020, 10:37
Incorrect service fee charged
I have been querying incorrect service fee charges to my accounts since 9 Sept 2020 and to date, query still not resolved. Although some charges were reversed, my current acc was then debited with two lots of incorrect/inflated service fees on 30 Sept, not to mention my savings acc. Latest service request number is *** with your complaint resolution dept. It's totally unacceptable that nearly 4 weeks later, I am no where closer to obtaining satisfactory resolution and am concerned that my accounts will again be debited with inflated charges in Oct. Please see my emails to your complaints dept, setting out the numerous service requests. How long can it possibly take to correct whatever went wrong here?????
Helpful (0)
Replies (2)0
Replies (2)MB
Marinella B's updateReviewer Update
27 Oct 2020, 12:23Just to correct my message above, it's nearly 8 weeks later, not 4 weeks, that this query is still going on, with no resolution in sight.
Please do not just respond with apologies, I need a response as to what happened to cause the incorrect charges going through, confirmation that the incorrect charges have been reversed, confirmation that my profile has been corrected accordingly and that I will be charged correctly in future, an explanation as to why your call centre did not resolve the query correctly, an explanation as to why it's taking nearly 2 months, and still counting, to try and get some answers and also why your complaint resolution centre did not reply to the messages sent via your website.
Another thing, I just tried to phone your Complaint Resolution Centre and after 15 minutes of hearing "we are currently experiencing high call volumes", I abandoned the call. This goes for your Call centre as well, where it's normal for a call to take 30 minutes, if I'm lucky. This is my airtime that I'm using to try and resolve a problem that was caused by Standard Bank, so I find it very annoying that I have to pay for Standard Bank's mistakes.
Please refer to my email to Lucky Ndebele at your Complaint Resolution Centre for full details.
Please do not just respond with apologies, I need a response as to what happened to cause the incorrect charges going through, confirmation that the incorrect charges have been reversed, confirmation that my profile has been corrected accordingly and that I will be charged correctly in future, an explanation as to why your call centre did not resolve the query correctly, an explanation as to why it's taking nearly 2 months, and still counting, to try and get some answers and also why your complaint resolution centre did not reply to the messages sent via your website.
Another thing, I just tried to phone your Complaint Resolution Centre and after 15 minutes of hearing "we are currently experiencing high call volumes", I abandoned the call. This goes for your Call centre as well, where it's normal for a call to take 30 minutes, if I'm lucky. This is my airtime that I'm using to try and resolve a problem that was caused by Standard Bank, so I find it very annoying that I have to pay for Standard Bank's mistakes.
Please refer to my email to Lucky Ndebele at your Complaint Resolution Centre for full details.
MB
Marinella B's update27 Oct 2020, 12:23
Reviewer Update
Just to correct my message above, it's nearly 8 weeks later, not 4 weeks, that this query is still going on, with no resolution in sight.
Please do not just respond with apologies, I need a response as to what happened to cause the incorrect charges going through, confirmation that the incorrect charges have been reversed, confirmation that my profile has been corrected accordingly and that I will be charged correctly in future, an explanation as to why your call centre did not resolve the query correctly, an explanation as to why it's taking nearly 2 months, and still counting, to try and get some answers and also why your complaint resolution centre did not reply to the messages sent via your website.
Another thing, I just tried to phone your Complaint Resolution Centre and after 15 minutes of hearing "we are currently experiencing high call volumes", I abandoned the call. This goes for your Call centre as well, where it's normal for a call to take 30 minutes, if I'm lucky. This is my airtime that I'm using to try and resolve a problem that was caused by Standard Bank, so I find it very annoying that I have to pay for Standard Bank's mistakes.
Please refer to my email to Lucky Ndebele at your Complaint Resolution Centre for full details.
Please do not just respond with apologies, I need a response as to what happened to cause the incorrect charges going through, confirmation that the incorrect charges have been reversed, confirmation that my profile has been corrected accordingly and that I will be charged correctly in future, an explanation as to why your call centre did not resolve the query correctly, an explanation as to why it's taking nearly 2 months, and still counting, to try and get some answers and also why your complaint resolution centre did not reply to the messages sent via your website.
Another thing, I just tried to phone your Complaint Resolution Centre and after 15 minutes of hearing "we are currently experiencing high call volumes", I abandoned the call. This goes for your Call centre as well, where it's normal for a call to take 30 minutes, if I'm lucky. This is my airtime that I'm using to try and resolve a problem that was caused by Standard Bank, so I find it very annoying that I have to pay for Standard Bank's mistakes.
Please refer to my email to Lucky Ndebele at your Complaint Resolution Centre for full details.
Standard Bank's replyOfficial
27 Oct 2020, 17:02Dear Marinella,
We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency.
We apologize for the inconvenience and undue frustration, this has caused.
We greatly appreciate your continued support
Kind regards
Complaint Resolution Centre
***
***
We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency.
We apologize for the inconvenience and undue frustration, this has caused.
We greatly appreciate your continued support
Kind regards
Complaint Resolution Centre
***
***
Standard Bank's reply27 Oct 2020, 17:02
Official
Dear Marinella,
We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency.
We apologize for the inconvenience and undue frustration, this has caused.
We greatly appreciate your continued support
Kind regards
Complaint Resolution Centre
***
***
We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency.
We apologize for the inconvenience and undue frustration, this has caused.
We greatly appreciate your continued support
Kind regards
Complaint Resolution Centre
***
***