Misinformation given by STD Bank employees

<p>On the 15 Feb 2017, I went to withdraw money from a nearby Atm. The card was swallowed by the atm, which I then called to stop the card. I reported that I wanted to withdraw money and the card and money never came out. The call centre agent stopped the card, of which when I asked if I cannot be able to withdraw money within the 5 day period of collecting a new card. He rep**** by saying I should go to the nearest branch, of which it was already late. He asked one of her collegues on where is the branch opened at the time. The other one shouted "OR Tambo International Airport" is opened. I explained to him that I wanted to withdraw money for petrol and for other errands. He then said I can borrow from people I know, which I felt it was undermining a customer's integrity to advice on borrowing from people when I have money in my account and morever I did not ask for my card to be swallowed. He made me hold on the line whilst he went to consult with his team leader, he came back and said he was advised that I should tranfer money to myself using an instant voucher service. We (my wife) went to the nearest mall to get food, while we were there, I tried doing the instant voucher. A pop up message kept on appearing stating "Hot Card". I then called the dept. again to find out what was going on. A lady, Mondli, told me that it was late already and there was nothing they can do. I explained to her that I was desperate to fill up petrol and buy my kids food and the money is in the account which was blocked. She transferred me to the her team leader, Noloyiso. Noloyiso explained as I tried by all means to tell her that I was desperate and it late already (18:47). She gave a promise to make follow ups and find ways and means to help my situation. It was later resolved but after having to borrow money from people to at least pour petrol and buy food. I felt that the Standard Bank employee who said I can be able to withdraw money using instant voucher when the card is blocked was not knowledgeable enough with STD bank's product. Moreover to that he was suppose to ask me on what kind of transaction I was doing then help me before he blocks my account.</p> <p>The matter was resolved by Noloyiso, much appreciated and her manager, Debbie, called to confirm if I had received instant money voucher no.</p> <p>A lot of thing were at risk, my kids, my house, having to drive a car on reserve with low petrol and my kids having to go to sleep with bread in their stomachs while I had money. I haven't come to terms with the lack of professionalism by the banks that we are suppose to trust with our money.</p>