Put on Hold for 25+ Minutes - Worst Service Ever

Item: Standard Bank
Rating: 1
Author: Mvelo W

On the 2nd of July 2020 at around 18h45 I made a call to Standard Bank (***) regarding my 32-day Notice account. The call center agent put me on hold for more than 25 minutes for something so simple and straight forward.

The statement stipulated that I had put a notice on the 5th of June. I informed the agent that I had never put any notice - this is what seemingly caused me to be put on hold for so long. When he eventually came back, I asked that it should be canceled immediately. When he was about to put me on hold again, I complained and he then said he would call me back.

This was the worst customer service ever. Especially after I had initially told the agent that I am using my cellphone and would run out of airtime.

Helpful (0)

Replies (4)

Mvelo W's updateReviewer Update

02 Jul 2020, 19:26

Reference Number for the call: ***

Mvelo W's update02 Jul 2020, 19:26

Reviewer Update

Reference Number for the call: ***

Standard Bank's replyOfficial

03 Jul 2020, 04:57

Hello Mvelo

Thank you for posting your comment.

We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency.

We apologize for the inconvenience and undue frustration, this has caused.

We greatly appreciate your continued support

Kind regards,

Complaint Resolution Centre
***

*** (fax)
***

Standard Bank's reply03 Jul 2020, 04:57

Official

Hello Mvelo

Thank you for posting your comment.

We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency.

We apologize for the inconvenience and undue frustration, this has caused.

We greatly appreciate your continued support

Kind regards,

Complaint Resolution Centre
***

*** (fax)
***

Mvelo W's updateReviewer Update

03 Jul 2020, 11:25

Address it by reimbursing me with the 25+ minutes worth of airtime (when I was put on hold) that I had to spend while trying to resolve an issue that I had not caused in the beginning.
This is very disheartening especially since you encourage your customers to use these platforms (phone) because of the ongoing pandemic.

Mvelo W's update03 Jul 2020, 11:25

Reviewer Update

Standard Bank's replyOfficial

15 Jul 2020, 11:23

Dear Mvelo

Thank you once again for posting your comments.

I refer to our email correspondence with each other and can confirm that this matter has been responded to.

Kind regards

Clint Petersen
Complaint Resolution Centre
***

Standard Bank's reply15 Jul 2020, 11:23

Official