Poor administration and document control
<p>I am a standard bank client for 14 years. I have 2 current accounts, a credit card, and homeloan with the bank all possessing the same details address. For the 3rd time in 18 months I have to go to a branch and FICA my primary current account. The last time I did this was in March 2016 in the Sandton City branch. I did this at the same branch when I amended my current account in 2015</p> <p>Please stop inconveniencing me because your consultants are unable to perform their task accurately. There seems to be nothing Prestige about them.</p> <p> </p>
Good day Yassar
Thank you for your posting.
Please note that further details have been requested from you via email in order for us to address your concerns.
We await your response.
Best regards
Complaint Resolution Centre
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********** (fax)
**********Good day Yassar
Thank you for your posting.
Please note that further details have been requested from you via email in order for us to address your concerns.
We await your response.
Best regards
Complaint Resolution Centre
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********** (fax)
**********Thank you for not providing any feedback after my having submitted the requested information to your consulants.
I took my documents this morning to the Norwood branch , now for the fourth time in 18 months, to have my details updated as per Fica requirements and the systems were off-line.
Is there any more of my time you would like to waste???
Thank you for not providing any feedback after my having submitted the requested information to your consulants.
I took my documents this morning to the Norwood branch , now for the fourth time in 18 months, to have my details updated as per Fica requirements and the systems were off-line.
Is there any more of my time you would like to waste???
Good day Yassar
Please advise which consultants you provided the feedback to.
Please note that we sent an email on the 8th September 2016 requesting additional infromation that is required to assist your further.
Kindly note that we still await a response.
Kind regards
Complaint Resolution Centre
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*** (fax)
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Good day Yassar
Please advise which consultants you provided the feedback to.
Please note that we sent an email on the 8th September 2016 requesting additional infromation that is required to assist your further.
Kindly note that we still await a response.
Kind regards
Complaint Resolution Centre
***
*** (fax)
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A responding email with the details requested was provided on 8th September to :
Joseph Witticker
Complaint Resolution Centre / On boarding Consultant
Tel +27 10 ********** / ***/ **********
Shall I copy the content of the email to this comment page because it seems this is the only forum where a response is received?
A responding email with the details requested was provided on 8th September to :
Joseph Witticker
Complaint Resolution Centre / On boarding Consultant
Tel +27 10 ********** / ***/ **********
Shall I copy the content of the email to this comment page because it seems this is the only forum where a response is received?
Good day Yassar
Thank you for your posting and allowing us an opportunity to investigate your complaint.
This matter will be allocated to a resolution specialist who will contact you to resolve your complaint.
Kind regards
Complaint Resolution Centre
***
*** (fax)
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Good day Yassar
Thank you for your posting and allowing us an opportunity to investigate your complaint.
This matter will be allocated to a resolution specialist who will contact you to resolve your complaint.
Kind regards
Complaint Resolution Centre
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*** (fax)
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Thank you for bringing your concerns to our attention.
Your concerns have been escalated to our management team.
Thank you for being a loyal customer.
Kind regards
Zeenath Hassen
Complaint Resolution Centre
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Thank you for bringing your concerns to our attention.
Your concerns have been escalated to our management team.
Thank you for being a loyal customer.
Kind regards
Zeenath Hassen
Complaint Resolution Centre
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Dear Zeenath
Thank you for your email, however this does not negate from the issues regarding the poor service experienced. It is very easy for your consultants to send emails and sms's threatening to freeze clients' accounts which cause great amounts of angst and frustration without the consultant having done any work. I pay about R270 in banking service fees monthly to Standard Bank and expect some level of service to be returned for this. As a client I have 5 products with Standard bank including my structural home insurance for the HOUSE IN WHICH I LIVE, if a FICA issue is picked up on ONE of those products perhaps the consultant who picked it up should do a little work for their salary and investigate the matter or refer to the other departments or client profile to confirm the FICA details before hitting send button on their PC. If a product was taken out at a certain branch then perhaps that should also be your first point of call as FICA documents are a prerequisite. As was the case here where the branch failed to capture the information provided to them. Inconveniencing and frustrating your clients should be your last resort, not the first.
Furthermore a polite telephone from a consultant to confirm and resolve the matter may also be a suitable approach. It might take your consultant a minute to address the problem, whereas I will have to wait more than 10 minutes to speak to consultant after calling a call centre number upon receipt of the Banks threatening messages.
I hope this message gets to the right people so the Bank can work at addressing these grievances.
Kind regards,
Dear Zeenath
Thank you for your email, however this does not negate from the issues regarding the poor service experienced. It is very easy for your consultants to send emails and sms's threatening to freeze clients' accounts which cause great amounts of angst and frustration without the consultant having done any work. I pay about R270 in banking service fees monthly to Standard Bank and expect some level of service to be returned for this. As a client I have 5 products with Standard bank including my structural home insurance for the HOUSE IN WHICH I LIVE, if a FICA issue is picked up on ONE of those products perhaps the consultant who picked it up should do a little work for their salary and investigate the matter or refer to the other departments or client profile to confirm the FICA details before hitting send button on their PC. If a product was taken out at a certain branch then perhaps that should also be your first point of call as FICA documents are a prerequisite. As was the case here where the branch failed to capture the information provided to them. Inconveniencing and frustrating your clients should be your last resort, not the first.
Furthermore a polite telephone from a consultant to confirm and resolve the matter may also be a suitable approach. It might take your consultant a minute to address the problem, whereas I will have to wait more than 10 minutes to speak to consultant after calling a call centre number upon receipt of the Banks threatening messages.
I hope this message gets to the right people so the Bank can work at addressing these grievances.
Kind regards,