Send "Not So" Instant Money

I am so angry and frustrated at how pathetic a simple feature could cause so MUCH inconvenience.

On 02 Jul 2019; I went to the shop to get some essentials and got there just before 6pm. I realized in the parking lot already that I had forgotten my purse at home and had to choose between 2 options: 1. Drive home to fetch my purse or 2. Check my Std Bank app to see if there is an option to get cash immediately

On the App there is a feature to "Send Instant Money". Because I have never used this feature before, I needed to make sure that I got all the info I needed to be able to get the cash immediately. The App has a feature of "HOW IT WORKS"... After reading through all 4 "pages" explaining how it works, it became clear that it will be a straight forward option to get cash immediately as I was at a Spar store and the voucher can be redeemed at a Spar store and so I opted to Send Instant Money to myself. The transaction was successfully completed at about 18:05

I received my OTP SMS and also the transaction SMS that the money went off my account, but I did not receive the SMS with the voucher. The App does not have a feature to access the voucher. Thinking it would be a quick, simple thing, I then opted to call the bank to have the voucher resent in order for me to obtain the cash.

The first call attempt was at 18:11; I held on for 5mins28sec and then my call got dropped The second call attempt was at 18:17; I held on for 1min29sec and then my call got dropped My third call attempt was at 18:19; I held on for 18mins50sec and then the call was answered. (By this time, I was fuming due to the fact that I was on hold for so long as I just needed the voucher so that I can get the money to pay and leave). I explained to the call agent that I sent a money voucher to myself but that the SMS with the voucher had not yet come through; he then explained to me that I am at the incorrect department and that he will re-connect me to the correct department. I explained to him that I have been holding on for long and that I refuse to hold on for another indefinite period of time so he needs to transfer me to someone immediately.

He transferred me to a call agent by the name of Musa (that is what I heard). I then explained to him about the instant money transaction and asked him to resend the voucher. He asked if I have used the feature before of which I said no, he then explained to me that he can resend the voucher BUT that I would not be able to “access the money anyway”. When I asked why, he proceeded to explain that there is a verification process that takes place and that the money will ONLY be accessible in 2 hours’ time. I was so shocked by this, standing in the shop with my goodies and hearing that I CANNOT get access to MY own money. I snapped, whereby every second word that came out of my mouth was a swear word. I did not swear at him and asked him different questions that he could not answer. I then insisted to speak to someone senior because I want to submit a complaint seeing as I am already on the call with them. He then explained to me that he is the supervisor and that he will log it. I then logged the complaint with him but due to his LACK of listening, he got my complaint incorrect and had to explain to him again. After explaining the problem again, I had to ask him to repeat it back to me and only then did he understand the actual issue. I then insisted that senior management contact me first thing tomorrow morning. I asked for a name and I heard Enslin Sirkot but I am not sure if the name is even correct. The total duration of this call, including holding on for 18mins50sec, was 27mins23sec. After ending the call, I did not receive the SMS with the voucher

I do apologise for swearing on the call; none of it was directed at Musa.

Today, 03 Jul 2019; it’s after 12:00 and still NOTHING!! No call from the bank and still no SMS with the voucher. THIS IS PATHETIC!!!!

So Standard Bank, WHAT’S YOUR NEXT??? 1. No call back received 2. No SMS received 3. Why have an App that promotes an instant cash feature BUT there is NO warning/info/notification on the App to indicate that if using the feature for the first time that the funds would not be accessible immediately and that there is a verification process that has to happen first and that the funds are only accessible after 2 hours; seriously????

HUGE INCONVENIENCE AND A WASTE OF MY TIME and I don’t know where the money is!!!