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LM
Lebogang M

1 reviews | Active since Jun 2017

28 May 2018, 10:52

Service failed me at the most critical time

Last night I travelled from PE to Cape Town with my family. Around 10pm I had a tyre puncture and stopped at Riviersondered Shell garage. I didn't have a spare wheel as my spare wheel also had a puncture. On arrival at the garage we met some very helpful people who assisted us with trying to arrange a tyre. While we waiting we wanted to buy some food and also draw money to pay for the wheel. Got to the till, the card declined. Went outside to the ATM machine, message on the slip said institution not available. People are waiting for their money and I can't pay for food for my kids. Walked to the nearest STD bank ATM machine and it's out of order. Called the ***** line for assistance and I'm told that they are offline and I must just wait until they fix the problem. I was embarrassed, upset, tired,l cold and couldn't get food for the kids. People should think twice before opening a standard bank account as I did not get joy in there service in the most critical time

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Replies (4)
Standard Bank
Standard Bank's reply28 May 2018, 12:21
Official

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

Regards

Complaint Resolution Centre

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Standard Bank
Standard Bank's reply28 May 2018, 12:21
Official

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

Regards

Complaint Resolution Centre

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LM
Lebogang M's update31 May 2018, 07:13
Reviewer Update
This is the response from standard bank below. They are not taking any responsibility. What a shame. I don't know if they even followed up with the customer line to listen to the tape to find out what happened. This is so disappointing standard bank Good morning Lebogang Thank you very much for your response. I did a follow up with Card Division regarding this matter and I have been informed that it was one transaction that declined for R110.50 that we can see on our side. According to our records, the transaction declined because there was no communication between the bank and the merchant as the merchants machine was offline and the transaction code not be authorised. These transactions were done at 23:57 and 23:56 on the 27th May 2018 and according to our records the card worked after this. Please note that this is the only transactions that we could pick up that declined as there are no other transactions reflecting on the banks side that declined before or afterwards. In light of the above, there was no fault from the banks side and I do apologise for the inconvenience the matter has caused you and your family at the time. I trust this response is in order. Kind regards http://www.standardbank.co.za/standimg/Campaigns/Studio/online2017/274806_Signature_PBB_02.jpg Clint Petersen Complaint Resolution Centre Johannesburg Retail and Business Banking SA Tel +27 (0)10 ********** www.standardbank.co.za http://www.standardbank.co.za/standimg/Campaigns/Studio/online2017/274806_Signature_PBB_04.jpg http://www.standardbank.co.za/standimg/Campaigns/Studio/online2017/274806_Signature_PBB_05.jpg
Standard Bank
Standard Bank's reply05 Jun 2018, 09:48
Official

Dear Lebogang Molamu

Thank you for posting your comments.

I refer to my email correspondence and can confirm that this matter has been responded to.

Kind regards

Clint Petersen

Complaint Resolution Centre

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