1 reviews | Active since Nov 2011
Poor service and product offering not fulfilled
I took my mum and wife to open bank accounts at Standard Bank Cresta branch. Our initial visit in the morning was fairly pleasant. They opened the accounts with ease. We chose the new Standard Bank MyMo accounts. However once we tried to use the accounts, things fell to pieces. 1. A free sim card is part of the account, no sim cards were available. They might only be available in a week or two. The branch has ordered the sim cards. 2. A digital card with pin was to be provided to cater for online purchases and banking. We did not get this digital card. 3. Online banking is supposed to be active immediately once the account has been opened, this was not done. We tried activating the feature and could not do so as a card is required which we do not have. 4. We called the call center as we could not call the branch, the provided number does not go to the Cresta branch but another business. 5. The call center agent was helpful and told us she cannot provide the digital card, this can only be done in the branch, however we could get an alternative debit card for the accounts and link that card to the online banking profile. 6. We went into the branch and had to wait for almost an hour in a queue of less than 10 people as only one staff member was available to deal with enquiries. The rest were busy with other customers or simply not at their stations. 7. Once we got the debit card for one account, we activated the online banking, however we were not informed or prompted in the process that a monthly limit will need to be set. We left the branch thinking all was ok. 8. At home we tried using the online banking, only to find out we need to set a limit. We tried doing this online which did not work. We called the call center, they tried, which worked and then somehow reversed automatically. We were then told we have to go back to the branch to change the limit. 9. We tried calling the branch, the provided number still did not work. Asking the call center agent to put us through to brand resulted in 13minute wait on the phone while the agent put us on hold.
I do not understand how Standard Bank can advertise the feature of immediate access to online banking when 5hours after the account was opened, the feature was not available and required multiple visits into the branch to have things sorted out.
Poor service is an understatement.
A consultant by the name of Leah Mokau assisted my mum and my wife.
Her service was excellent, she was polite and patient.
To resolve the situation, Leah provided a debit card for each account. She assisted me with registering the online banking profiles for each account and thereafter set the limits for the cards and online banking.
All of this was done in less than 30mins for both accounts. At the same time, she apologized on multiple occasions for the inconvenience caused. Hats off to Leah Mokau.
I must say however that the digital card and immediate online banking being available on the MyMo account seems to only be available if you apply online through the app. Applying through the branch seems to not cater for this as apparently two different systems are being used.
That for me is poor customer service as a customer physically applying in a branch is provided with fewer features than one sitting in their lounge or at their desk. Standard Bank needs to resolve this as the MyMo account seems to be targeted at individuals who do not have a huge income, thus they might not have the opportunity or resources to be able to go to from the branches multiple times to get the same end result as applying online.
A consultant by the name of Leah Mokau assisted my mum and my wife.
Her service was excellent, she was polite and patient.
To resolve the situation, Leah provided a debit card for each account. She assisted me with registering the online banking profiles for each account and thereafter set the limits for the cards and online banking.
All of this was done in less than 30mins for both accounts. At the same time, she apologized on multiple occasions for the inconvenience caused. Hats off to Leah Mokau.
I must say however that the digital card and immediate online banking being available on the MyMo account seems to only be available if you apply online through the app. Applying through the branch seems to not cater for this as apparently two different systems are being used.
That for me is poor customer service as a customer physically applying in a branch is provided with fewer features than one sitting in their lounge or at their desk. Standard Bank needs to resolve this as the MyMo account seems to be targeted at individuals who do not have a huge income, thus they might not have the opportunity or resources to be able to go to from the branches multiple times to get the same end result as applying online.