POOR SERVICE AND FALSE PROMISES

On 04 December 2024, a deposit of R100 was made into my account. Uncertain of its source, I contacted the bank for clarification. I was informed that I would be charged a fee to investigate the matter. This surprised me as I, the client, should not incur a fee to understand transactions on my account.

After some discussion, your agent consulted a team leader who agreed to waive the fee and promised feedback by 05 December 2024 via SMS. However, the SMS I received only reiterated the information already visible in my banking app.

I called again for clarity and was informed that the transfer originated from the Credit Card Department, but the reason was unclear. I requested further investigation.

On 06 December 2024, I did not receive any feedback. I followed up and was informed that the Credit Card Department was not the source, and the query was escalated. Later that day, I received a call stating that feedback would only be provided on Monday, 09 December 2024.

Today, I contacted the bank again and was told that the agent who assisted me previously would call me back. However, I have yet to receive any communication.

Issues:

• The inability to promptly trace the source of a deposit into my account reflects poorly on your operational efficiency.

• Repeated failures to provide promised feedback undermine trust in your service.

• Charging a fee for basic account queries is unreasonable and discourages customer engagement.

• The overall handling of my query has been unprofessional and unnecessarily time-consuming.

Resolution Requested:

• Provide a clear explanation of the source and reason for the R100 deposit into my account.

• Offer a formal apology for the delays, miscommunication, and poor service.

Next Steps:

If this matter is not resolved satisfactorily within seven (7) business days, I will have no choice but to escalate my complaint to the Ombudsman for Banking Services. Additionally, I will explore alternative banking options, as this experience has significantly diminished my confidence in Standard Bank.