Low Standards from the bank with "Standards"

<p>In July I realised that there was suspicious activities happening on my personal bank account. Went to the bank (Maponya mall) to find out, was told it might be ***** and that I should contact the ***** dept. </p> <p> </p> <p>Spoke to ***** and was told they have a turn around time of 10 working days. After that time had passed I went back to the bank because I had not heard anything about my case. Needless to say was told my matter was an unusual one hence it was taking so long and was asked to wait again and this time told it shouldn't take longer than 6 working days.</p> <p> </p> <p>In September I had still not heard anything from standard bank and thought let me go to a different branch. Went to the branch in sandton where I was assisted by Gloria who spoke to the ***** dept on my behalf and actually got a response for the first time. I was told my case had been approved and should wait for the money to reflect in my account then go to any branch to get service fees and other charges reversed out. Two days later over 13k had been deposited and proceeded to the branch as requested. Went to the branch in jhb cbd and was told that I had to go to my main branch.</p> <p> </p> <p>Went to my branch which is the one in Florida on tuesday 11 Oct 16 and was told that the manager wasn't there and he/she was the only person who could authorize that the funds be reversed and close the query. The lady (unfortunately didn't get her name) made a copy of my ID and took my phone number and told me she'd call the next day when her manager was there and let me know of the outcome. She called me back a week later and told that was the only time the manager had come to work and that she was advised that due allocated budgets for each dept/branch they couldn't take the loss with crediting my account and I had to go back and speak to ***** about getting the rest credited to me. I told her that those were excuses and that as a customer I need not know their internal processes and I just wanted my problem resolved. Realising that no matter what I say to this lady I am not going to get assistance, I hung up and called the Complaints dept.</p> <p> </p> <p>I spoke to Khanyisile Dlamini who empathise with me and told me that she would prioritize my request as it had been going on for so long. Khanyisile then said she had given her manager (Raylene Russouw) my case and she would escalate it to a specialist and got the red number ********** 949. Almost two weeks went passed and I still hadn't heard anything so I decided to call again, where I was told Megan Scullard was the specialist allocated my case. Was transfered to her and I explained the situation to her and told her that everyone I had spoken to either passed the buck to someone else or points fingers to another dept other than their own, I advised her on how long the matter had been going on, where like everyone else assured me of a resolution and that I should give her a bit of time to investigate and she'd call me back on the same day (01 Nov 16) at 14:30. She didn't call back at least had the decency to send me a mail advising me of the action that she had taken.</p> <p> </p> <p>Which were: </p> <p> </p> <p>"1. Dialler specialist to place a 30 day hold on your account in order for no further calls and text messages until the matter is resolved.</p> <p> </p> <p>2. Contact to be made with Florida Branch and our Collections Department regarding the outstanding balance."</p> <p> </p> <p>This put me at ease a bit as calls and texts from their collections dept would stop. </p> <p> </p> <p>To no surprise I got a call the very next day from collections. Actually got quite a few calls since then.</p> <p> </p> <p>I've since heard from Megan but just to let me know that my query is still being dealt with and that she's in contact with the ***** dept but she cannot give me a clear turn around time or what the actual delay is.</p> <p> </p> <p>Is there anyone at Standard bank that can actually resolve my query without delays, excuses or trying to pass the buck to someone else?</p> <p> </p> <p>This is an inconvenience on my life and the fact that no one is will to assist is appalling...</p>