Private and Business banking is going down at SBSA

I got an offer for account upgrade from Prestige to Private banking on my banking app,I’ve spoken to my husband about it and the benefits,including the secondary account,he agreed,I accepted it,was contacted by Makwena Thantsha in regards of the upgrade,I told her that I’ve already accepted it on the app and that she can open secondary account for my husband,she did.On the 14th February,my profile name changed,they used my incorrectly spelled surname as my name and my ****en name as my surname,I’ve contacted Mathapelo,she said she couldn’t see who did it,there’s no history note,she asked for my marriage certificate,because there’s nothing on the system,of which it was a shock,I provided it,she came back and said she has spoken to Hendrick Matjila my business banker,he also doesn’t have an idea of who changed it but it was done from business side,I’ve asked Hendrick to lodge a call to find out who accessed my profile,why and why that person didn’t write a history notes,I felt unease and started to feel like my money is not safe at SBSA.on the 18th I’ve sent another email to Hendrick to remind him about the feedback,still no response,today I phoned him at 10:17am,he answered and said he’s no the line he’ll get back to me,he didn’t,I phoned him again at 11:07am,no answer and he didn’t return my calls until now. On the 19th I send an a request for Mathapelo to change my email address,she didn’t do it until now,on the 20th she spoke to my husband to finalise the account opening process,after that,me and my husband decided that we should change the destination centre because by the time they deliver the cards,we will be at Northwest,near Northam,I then ask Mathapelo to change,she just responded with ‘already sent’,I then asked her to maybe contact card division to re-direct the cards destination to Northam,she didn’t respond. On the 24th,Mmathapelo Maleka introduced herself as my private banker,i requested her to re-direct our cards to Northam,she confirmed that it was done. Today,i got a missed call from Mmathapelo,i returned it,no answer,i then waited and i didn’t want to missed her call when she phone back,I then decided to phone her again,she answered with hello!,i greeted her with Good morning Mmathapelo,how are you,she greeted and immediately started to explain as if she was in hurry,she explained that my card was not ordered because I’ve accepted the offer online,and that she or neither card division can do it for me,i was confused because the previous day she confirmed it to be delivered,i then asked her to pause,i explained to her how i need to be serviced as a client,her approach,the tone she’s using when she talks to me and the way she’s interrupting me when i talk,or if she ask me a question and try to answer,she’ll come back and interrupt me,today i even said to her,wait Sesi for me to finish talking,she kept on talking when i do.I asked Mmathapelo very nicely that,if you want us to walk this journey together,nicely,give me the respect i deserve,serve me professionally,respectively and politely,i even made an example that,you see the exceptional service you give to your white customers,i also deserve it as a black client,because i worked for SBSA,i know what good customer service is,i offered it,and in return as a customer,i deserve it. Mmathapelo tried to assist me to order a card on banking app,but Lephalale branch wasn’t listed under Limpopo province so we couldn’t proceed,while i was listening to hear what is now the way forward,Mmathapelo started shouting,telling me that being my banker doesn’t mean i will vorbey her,meaning ordering her around,I mustn’t say her approach and tone is off,I tried to understand her point,I was listening but she didn’t listen to any word i was saying,she even said she asked me 2 security questions and i don’t want to answer them,I’m not treating her well,i had a shock of what she was talking about,she then changed that she didn’t mean security questions.she was very angry,shouting,and she said she’ll give me her manager’s contact number,i should call her manager,even her manager will back her that she’s right,she can’t do this,she can not go on like that…and she dropped the phone.

My husband is an ABSA client for decades,he took our children to ABSA,I remained at SBSA,because my blood is still blue,and I love my bank,I convinced him to open the business account,he agreed after such a struggle because his bank was already ready to open one for us. Right now,i convinced my husband to move to SBSA,he finally agreed after so many many years that he denied even when i was working at the bank.He agreed that we can also move the kids and his investments after maturity,and now this! I’ve spoken to Mmathapelo about opening the accounts for the children,now this! Do i have the reason to stay at SBSA after all this? My husband is being served by white bankers and he’s extremely happy with ABSA,now i have to move him where our bankers are aggressive,angry,ignore our requests and calls,shouting at the clients,interrupting them when they talk and disrespecting them. We can’t be served by angry people,I refuse. What happened to our Standard Bank brand? I even remember about the best Private Banker Standard Bank has ever had,Alana Oberholzer,this lady was the gem,she was delivering only the best to all her clients equally,of which was the reason i upgraded,not minding the service fees,but the expectation of the personalised customer experience rendered by this brand. I know SBSA as the best bank in the country,the bank that is customer centric,excel in every goal and go beyond excellence. I’m not happy,and I’m moving to where I’ll be served to my satisfaction,where I’ll be valued as a client. I’m not trying to be difficult but i know what I deserve,i respect everyone and i don’t tolerate disrespect. I received an email in regards with the overdraft fee debited from my account of which i don’t have an overdraft,from the private banker by the surname of Mojela,that person is very professional,polite and respectful, people like that deserve some flowers.