Poor Service and Lack of Assistance at Stellenbosch Nelse Branch

I am dissatisfied with the service I received at the Stellenbosch Nelse branch on 23 January 2025 at 12:55 pm. I have been a loyal Standard Bank customer for 10 years, and I have always been satisfied with the service. However, my recent experience has left me disappointed and frustrated.

I visited the branch seeking financial assistance to cover my school registration fees and those of my brother, who lost his bursary. I have never taken a loan before, and my credit score is good. I was hoping to receive guidance on the best option for my situation (whether an overdraft, credit card, or personal loan).

The staff member who attended to me did not ask any fact-finding questions and instead focused on the negatives of taking loans. When I asked for advice on what would be best for my situation, he stated that he was not allowed to provide financial advice and that I needed to consult a financial advisor. I found this response unfair and unhelpful. At the very least, I expected a comparison of the different options and guidance on which would be most suitable given my circumstances.

I also asked whether I needed to consult a financial advisor before coming to the branch, because I was concerned that a financial advisor would not be able to explain Standard Bank’s products and recommend the best option without prior information. I felt the staff member was uninterested in assisting me, and I left without receiving any help.

Additionally, I would like to raise a serious concern about unequal treatment. I have observed that white customers often receive a higher level of service and support, while black customers receive minimal assistance. While I cannot base my complaint on one experience alone, the treatment I received reinforces this concern and makes me feel that the branch does not treat all customers equally.