Shocking Service

<p>I have been a loyal customer to Standard Bank for more than 15 years and my parents have been with the bank forever. I have fond memories of visiting the bank with them as a young child.</p> <p> </p> <p>It does however seem that more recently their service has deteriorated. This saddens me, as even when threatening to leave to ABSA or FNB has prompted no response from Standard Bank.</p> <p> </p> <p>A few weeks ago a Standard Bank ATM swallowed my card for some technical reason that could be explained by any of the call centre agents I spoke to. I then tried to use the Standard Bank App to draw money and the App kept kicking me out when trying to do so. I desperately needed to draw money and had no petrol in my car at that point. I called through to the Prestige line and was totally under-whelmed by the lack of service I received. I urgently needed my card replaced and would be in full day meetings over the following few days and would have liked the card delivered to me the following day at my place of work. I asked that they call me back later that same day to confirm. I reminded the person that I dealt with that if I were to open a new account with FNB they would deliver my new card the next day and why could my bank of 15 years not match that service to a long standing loyal customer. </p> <p> </p> <p>Days went by with no card and no call back from Standard Bank. I called in again and complained that nobody called me back and that I was still waiting for my card. Nobody ever called me back again. No card was delivered.</p> <p> </p> <p>Eventually I went into a branch to get a temporary card. Still nobody called me back and still no card was delivered.</p> <p> </p> <p>A few days later I received an sms to collect my card at the branch. I eventually managed to find a gap in my schedule and did so. The person who handed me my card, did not load my profile correctly and I needed to phone in again to have this rectified.</p> <p> </p> <p>Today I tried multiple times to draw cash using the app and it kept failing. Eventually I managed to get it to issue me a voucher. The amount was then also then deducted from my account. I then proceeded to the ATM and inputted the voucher detail but the ATM did not issue the cash. I tried this process at another ATM and again it did not work. I then called the Standard Bank Prestige line and explained all of the above. I requested that someone urgently call me back today. The response I got was that he doesn’t know when someone will call me back and he doesn’t think it will be today…</p> <p> </p> <p>One pays for a service and then you don’t get it. Yet you need to continue paying with a smile. I liken it to ordering a R100 burger and chips at the same restaurant, week after week, and they bring you a piece of lettuce, week after week, and yet they expect you to pay your full R100 every time with no apology and no explanation.</p> <p> </p> <p>Standard Bank asks: What’s your NEXT? Answer: Find a bank that cares. If not a bank that cares, one that actually provides you with the service they promise.</p> <p> </p> <p>This is not customer centric at all. I am extremely frustrated and disappointed…</p>