Reporting poor customer service YET AGAIN - it is getting very tiring!

<p> </p> <p>Cyril Mafika Cele Acc: 5 ********** 6 ********** </p> <p>On 28 April 2017, myself and my mother, Hilda Cele, visited Standard Bank at the New Germany branch. My mother is the executrix of my late brother’s estate late account. The purpose of the visit was to settle the credit card (above mentioned) balance as at the date of his death.</p> <p>The consultant Zandile Dlamini was on hold for one hour before Zinhle Dlamini answered the call at 11:19. Zinhle notified Zandile that the account has been handed over to Bam Attorneys. Zinhle then spoke to me and told me the account had aged and they did not have contact details to contact us on. I asked her to confirm the email address on the system and she confirmed my email address which we had given to other consultants on our previous visits to Standard Bank. Zinhle also confirmed my sister Thandi Cele’s contact details which were on the system. Previous visits to Standard bank have been on October 2015 at Midlands Mall in Pietermaritzburg, 8 September at Pavilion in Durban and 28 December 2016 at New Germany. I then asked her how then were there no contact details on the account. She stated that she was reading what the consultant had written on the system. </p> <p>I asked to speak to the team leader who Zinhle said is on leave until 2 May 2017. Melissa Chetty (011 ********** ). I have called this number numerous times and have not been able to reach her.</p> <p>My brother had an account with Standard bank and since his death we have had poor service from the bank in finalising all his accounts. We were not contacted at all by Standard Bank so we do not understand how the amount has increased and handed over to lawyers. Emmy assured us in September 2016 that the account will be closed and we will be able to make payment when the funds are available.</p> <p>As of 28 April 2017, the cheque and savings accounts have not been closed yet all the required documents were emailed to the relevant departments in 2016 by Zandile Dlamini at New Germany branch in our presence. We are still awaiting the title deed for the house from Standard Bank. The bond was cancelled on 30 June 2016 and we were told the title deed will be sent to Pavilion branch in Durban.</p> <p>It is so shocking that your slogan states that Standard Bank is moving forward yet this is how you treat pensioners. You are moving forward in products and innovation yet the simple and most vital one of providing great customer service is non-existent. The fact that we have complained numerous times and at ALL times we highlight the fact that the executrix is above 80years old yet nothing is being done is beyond appalling.</p> <p>Zanele Ngubo</p> <p>072 ********** </p> **********