Poor Customer service from Consultant & Branch Manager

On the 15th of December 2020, both Mrs. Tlamelo A. Mekgwe & Mr. Luyanda K. Mdangi went to North Mall, Standard Bank (14H00) to retrieve a pre-ordered (05th of December 2020) Cheque Business Card by Mr. Luyanda K. Mdangi. They were assisted by a Ms. Mmabatho Louw, at that time. From the onset Ms. Mmabatho Louw showed an attitude that was unbecoming towards the two before mentioned clients unfortunately.

Mr. Mdangi had lost his Identity Document and had a Temporary one issued to him in his possession, which had expired. Mr. Mdangi insisted that Ms. Louw do a thorough Security Check to verify that it was him indeed the owner & that previously the first consultant whom had assisted Mr. Mdangi did a Security Check to verify the authenticity of his claim. Ms. Mmabatho from there on refused to assist the client, even stating it blatantly in his face “ka kgana nna!! kga never” which loosely translated means “I refuse to assist you, I’ll never!!” even stating that she will call on the Security, which she did, to escort the two clients out of the building for no apparent reason, because the two clients were not violate in their demeanour in any way.

She then went to her Manager’s office, who shortly came out, then the Manager instructed her to Call in Head Office to verify that the Client in question, was not misleading them & told the Security Officer to return to their post. The two clients stated that the card was booked within the same branch, and had enquired why the lady would not assist them. The Manager walked out and went into her office without saying a word to Mrs. Mekgwe & Mr Mdangi.

The Manager never reprimanded Ms. Mmabatho nor apologized for the poor customer service that was given to their clients. She then also walked away and went to assist another client with total disregard for the actions of her subordinate. Ms. Mmabatho then made the calls to verify and did in fact authenticate that the Clients were indeed who they claimed to be. The card was issued finally after an unnecessary Hour & 15 minutes hassle with Ms. Louw

The issue that Mrs. Megkwe & Mr. Mdangi had was an issue of Poor Customer service & disrespectful attitude that Ms. Louw had shown to the Clients, whom have a business to run and have had a long standing good relationship with Standard Bank. The Manager had total disregard for their problem and even prioritized a fellow customer with a smile and good service right next to the Complainants because they were white. Not to them because they were black. We insist that this issue be resolved and immediate action be taken against Ms. Louw & the Manager in charge. We humbly insist that Standard bank write back to confirm what steps have been taken to reprimand the two people in question, Consultant & Manager.