Poor service

I actually have no words for what happened today at Standard Bank Helderberg.

On Monday my main bank card didn’t work when I tapped it at a shop. I didn’t think much of it because sometimes some of the machine don’t accept certain cards. I luckily had cash wit me and paid for what I wanted.

Yesterday later in the afternoon we went grocery shopping and after everything was packed out, everything was scanned and packed in the bags the card wouldn’t work again. We luckily had another card at hand and could pay with that but it was degrading to stand there with a card that doesn’t work and I knew there was more than enough funds in the account.

Today I decided to go to the Helderberg Branch of Standard Bank to inform them of the card not working and to sort out the problem. The Lady assisting me informed me that the account was frozen. I asked why and she said the system says I received a new ID in 2006 and the FICA for the new ID hasn’t been loaded on the system. I then had to drive all the way back to my house because they will only accept the green barcoded ID.

I then went back to SB Helderberg for the second time. I had my ID with me but the Lady who assisted me first wasn’t there. Then another Lady assisted me in order to get the copy of my ID on the system. She then said everything was sorted out and my card should work now.

I then left to go and fetch stock at a supplier in Stukland. I picked up the stock and left to come back to Somerset West. I was a bit hungry, so stopped at a restaurant to get something to eat. To my surprise the card still wasn’t working.

I then went back to Standard Bank for the third time and I was not impressed at all. I then saw the same Lady who helped me the first time. She said there was still a block on the system and went to management so they could assist. After running up and down she returned and advised me that the card should be working now. I asked her if she was sure and she said I should try it at the ATM outside the bank and come back to let her know if it is working. I withdrew money and went back in. She asked if I could draw money. I then answered yes and she said “then the card is active”. I decided to quickly go to McDonald’s across the road and get something small, just to double check. The card still wasn’t working.

After returning for the fourth time, I was completely fed up with Standard Bank. I went in and requested to see the branch manager. Then a Lady approached me (not sure if she is the manager) and she explained that a block was put on the card. Apparently they can’t remove the block on the card as it had to come from “higher up” and the branch that has to do it is in Johannesburg. It also takes up to 48 hours for them to sort it out.

How can only one branch have the “power” to do this. Why can’t the branch you are with sort this out from their side? What if I was away on holiday and I couldn’t provide the bank with a copy of my green barcoded ID?

All this back and forth was extremely aggravating. Every time I had to stand there with my face as the people tell me the card isn’t working. This was extremely poor service and all this for a copy of my ID. For 18 years no one thought to pick up a phone and contact me. Why are we paying fees as account holder and no one can even give you a call or assist you properly.