1 reviews | Active since Mar 2009
No Listening Skills
My mother has been on the phone with the call centre for at least twelve minutes. All she wants to know is if her ATM card has been delivered to the Southgate branch. She was asked the usual security questions, which is fine, but then she was asked a ton of additional security questions, which is not normal. Also, the call centre agent keeps failing to listen. My mother keeps telling him the same information over and over and he keeps asking her questions to get that same information.
In addition, he is now telling her that no one ordered a new ATM card even though we have a piece of paper from Standard Bank Southgate from last week saying Southgate was in process of ordering a card. He has also just asked my mother after this long ongoing conversation if she has the card. Why would she have the card when she has been on the phone with him now for at almost fifteen minutes trying to find out if the card has been delivered to the branch.
Please send that call centre agent for training on listening skills and have my mother's ATM card delivered urgently.
Thank you for bringing your concerns to our attention.
An email was sent to you requesting further details.
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Complaint Resolution Centre
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Thank you for bringing your concerns to our attention.
An email was sent to you requesting further details.
Awaiting your response.
Kind regards
Complaint Resolution Centre
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When I asked her for a letter to say I was with the Hyde Park branch, she insisted that I was with the Southgate branch. I have never held my cheque account with the Southgate branch. When she printed the letter, it said that I was with the Johannesburg branch, which had been closed down a few years ago during the Standard Bank restructuring. When I queried the Southgate vs Johannesburg discrepancy and explained that I had e-mails from the branch manager of Hyde Park as my cheque account is held there, she continued to be rude and said I needed to talk "to them". Who is "them": Internet Banking, Southgate, the now defunct Johannesburg branch or Hyde Park? Why could she not talk "to them" seeing as there was a customer in front of her. Could someone please tell me why the system apparently picks up two incorrect branches for my cheque account but not the correct one?
When I asked her for a letter to say I was with the Hyde Park branch, she insisted that I was with the Southgate branch. I have never held my cheque account with the Southgate branch. When she printed the letter, it said that I was with the Johannesburg branch, which had been closed down a few years ago during the Standard Bank restructuring. When I queried the Southgate vs Johannesburg discrepancy and explained that I had e-mails from the branch manager of Hyde Park as my cheque account is held there, she continued to be rude and said I needed to talk "to them". Who is "them": Internet Banking, Southgate, the now defunct Johannesburg branch or Hyde Park? Why could she not talk "to them" seeing as there was a customer in front of her. Could someone please tell me why the system apparently picks up two incorrect branches for my cheque account but not the correct one?