Shocking On-Line Service

I wished to close an account at Standard Bank, and was unable to visit the branch to arrange it. I then tried the internet, to see if I could do it on-line, and for the reason outlined in my email of below did not succeed, hence this email seeking assistance. __________________________________________________________________________________ From: J.P. Hughes [mailto:***] Sent: 11 June 2020 09:36 To: '***' <***> Subject: New Online banking site problem - cannot close an account!

I wish to close an account. Your on-line banking portal says this:

There is no menu button top left of the screen to pull down the ‘Help and Services’ option. How do I access it?

Regards,

Peter Hughes

_______________________________________________________________________________

On the same day, I received an Auto Response copied below:

From: GTXPROD2 [mailto:***] Sent: 11 June 2020 09:37 To: J.P. Hughes <***> Subject: Auto-Reply

Dear Valued Customer

Thank you for your mail, one of our consultants will respond to you within 48 hours. If your email is of an urgent nature and requires a response immediately, please feel free to contact any of our service desks on the below numbers:

Contact Details:

General Enquiries: *** Monday-Friday 07:30 – 21:00, Saturday 07:30 – 16:00, Sundays and Public Holidays 08:00 – 16:00 Card Enquiries: *** Monday-Friday 08:00 – 18:00, Saturday 07:30 – 13:30, Sundays and Public Holidays Closed

Your ongoing support and cooperation is much appreciated.

HIGH IMPORTANCE

“If you have sent an email to report any suspicious transactions or ********** activity on your account or card, please contact the below number immediately to report this:

*****: ***(Local) +***1 (International)”

Kind regards The Customer Contact Centre Email Team

PS. This auto-reply is sent from an unmonitored mailbox. Replies will not be read. Please send any further correspondence to the original mail address used. Standard Bank email disclaimer and confidentiality note Please go to www.standardbank.co.za/site/homepage/emaildisclaimer.html to read our email disclaimer and confidentiality note. Kindly email *** (no content or subject line necessary) if you cannot view that page and we will email our email disclaimer and confidentiality note to you.

__________________________________________________________________________________ Having not received the promised 48 hour response, I followed up with the email copied below on 2 July:

From: J.P. Hughes [mailto:***] Sent: 02 July 2020 10:39 To: '***' <***> Cc: Pam Hughes (***) <***> Subject: Request for assistance Importance: High Dear Standard Bank,

As your 'valued customer' of some 40 years, I'm wondering why your 48 hour promise of response (see below) has become 21 days, still without any response?

Are you there? Is it time for me to move on to Investec or Capitec like many of my friends and colleagues?

Yours sincerely,

Peter Hughes

I received an identical Auto Response email copied below:

-----Original Message----- From: GTXPROD2 [mailto:***] Sent: 02 July 2020 10:40 To: J.P. Hughes <***> Subject: Auto-Reply

Dear Valued Customer

Thank you for your mail, one of our consultants will respond to you within 48 hours. If your email is of an urgent nature and requires a response immediately, please feel free to contact any of our service desks on the below numbers:

Contact Details:

General Enquiries: *** Monday-Friday 07:30 – 21:00, Saturday 07:30 – 16:00, Sundays and Public Holidays 08:00 – 16:00 Card Enquiries: *** Monday-Friday 08:00 – 18:00, Saturday 07:30 – 13:30, Sundays and Public Holidays Closed

Your ongoing support and cooperation is much appreciated.

HIGH IMPORTANCE

“If you have sent an email to report any suspicious transactions or ********** activity on your account or card, please contact the below number immediately to report this:

*****: ***(Local) +***1 (International)”

Kind regards The Customer Contact Centre Email Team

PS. This auto-reply is sent from an unmonitored mailbox. Replies will not be read. Please send any further correspondence to the original mail address used. Standard Bank email disclaimer and confidentiality note Please go to www.standardbank.co.za/site/homepage/emaildisclaimer.html to read our email disclaimer and confidentiality note. Kindly email *** (no content or subject line necessary) if you cannot view that page and we will email our email disclaimer and confidentiality note to you.

It is now the 15 July, and I still wait for the promised response within 48 hours.

Shocking service from Standard Bank,

Regards,

Peter Hughes