JA
Jill A
1 reviews | Active since Jul 2021
20 Jan 2024, 08:16
Sick of Standard Bank Ucount Rewards
I am a new Standard Bank account holder and up until 2 weeks ago I converted my points on ucount rewards to vouchers for checkers and discovered I am unable to receive one time pins on my cell phone. I contacted the call Centre explaining this and until today have been escalating and escalating this query where each time I explain that it is not my problem that I am unable to get a one time pin or the purchased vouchers to my phone. Yet each time my query just gets escalated. I asked them to make an alternative to send the vouchers another way via email and they refuse to do that. Surely this is a one time situation and discretion in this regard can be done in order to navigate this situation. At this moment in time I am irritated and frustrated!! So am I meant to change my device cause I can't get the communication I am meant to get from standard bank via sms??? The frustration is also coming from speaking to an agent who constantly is saying she will escalate it but in actual fact this is more than likely something she does not have the capacity to understand. She can't listen to me explaining it's not working all her suggestions. 2 weeks to wait for a voucher which is due to me from my own money is unacceptable and no alternate arrangement is being made!!!
Helpful (0)
Replies (8)0
Replies (8)
Standard Bank's replyOfficial
20 Jan 2024, 08:34Good day Jill
Thank you for contacting us for assistance.
We try very hard to make every customer’s experience enjoyable, and we really regret not being able to meet your expectations this time.
We will do our best to resolve this issue as soon as possible and find a solution that works for you.
Our team will contact you to assist you.
Kindest regards
Standard Bank Hello Peter Team
***
Thank you for contacting us for assistance.
We try very hard to make every customer’s experience enjoyable, and we really regret not being able to meet your expectations this time.
We will do our best to resolve this issue as soon as possible and find a solution that works for you.
Our team will contact you to assist you.
Kindest regards
Standard Bank Hello Peter Team
***
Standard Bank's reply20 Jan 2024, 08:34
Official
Good day Jill
Thank you for contacting us for assistance.
We try very hard to make every customer’s experience enjoyable, and we really regret not being able to meet your expectations this time.
We will do our best to resolve this issue as soon as possible and find a solution that works for you.
Our team will contact you to assist you.
Kindest regards
Standard Bank Hello Peter Team
***
Thank you for contacting us for assistance.
We try very hard to make every customer’s experience enjoyable, and we really regret not being able to meet your expectations this time.
We will do our best to resolve this issue as soon as possible and find a solution that works for you.
Our team will contact you to assist you.
Kindest regards
Standard Bank Hello Peter Team
***
JA
Jill A's updateReviewer Update
23 Jan 2024, 08:10So after my Hello Peter post, Standard Bank called me Saturday with so much actual effort and I received another call yesterday twice. Long story short I was told to call my service provider of my network to check if there are any blocked messages on my phone, which there is not. I had to buy airtime and load it on my phone to call my service provider, again another thing which Standard Bank thinks is my responsibility to fix. MTN confirmed they have nothing blocked on my network at all. My device has been checked out also and nothing on DNC lists either. So I get sms messages from Standard Bank telling when my query is logged and then resolved , but it hasnt been resolved at all. There is no apparent way they can send the voucher again. the consultant who also quite frankly doesnt understand the query tells me according to the system the voucher was succesfully sent and it can only be sent via sms. of course according to Standard Bank its been sent but what didnt you understand, that I have not received the dam vouchers to my phone. maybe its just a mental block that they fail to undertstand, while they still have my vouchers I can see nothing of. why can they not even read out the voucher links for me over the phone, its a secure line isnt it!!!! Pathetic and very hard to understand why they cannot fix, what I dont have by giving me the voucher details over the phone, via email, in the age of technology are they basing there entire service on a sms system???????
JA
Jill A's update23 Jan 2024, 08:10
Reviewer Update
So after my Hello Peter post, Standard Bank called me Saturday with so much actual effort and I received another call yesterday twice. Long story short I was told to call my service provider of my network to check if there are any blocked messages on my phone, which there is not. I had to buy airtime and load it on my phone to call my service provider, again another thing which Standard Bank thinks is my responsibility to fix. MTN confirmed they have nothing blocked on my network at all. My device has been checked out also and nothing on DNC lists either. So I get sms messages from Standard Bank telling when my query is logged and then resolved , but it hasnt been resolved at all. There is no apparent way they can send the voucher again. the consultant who also quite frankly doesnt understand the query tells me according to the system the voucher was succesfully sent and it can only be sent via sms. of course according to Standard Bank its been sent but what didnt you understand, that I have not received the dam vouchers to my phone. maybe its just a mental block that they fail to undertstand, while they still have my vouchers I can see nothing of. why can they not even read out the voucher links for me over the phone, its a secure line isnt it!!!! Pathetic and very hard to understand why they cannot fix, what I dont have by giving me the voucher details over the phone, via email, in the age of technology are they basing there entire service on a sms system???????
JA
Jill A's updateReviewer Update
23 Jan 2024, 08:11I will wait for 3 phonecalls and escalation and escalation and then resolved query messages again today, only to not get the vouchers again!!!! another day lost !!!! I am over it!
JA
Jill A's update23 Jan 2024, 08:11
Reviewer Update
I will wait for 3 phonecalls and escalation and escalation and then resolved query messages again today, only to not get the vouchers again!!!! another day lost !!!! I am over it!
Standard Bank's replyOfficial
23 Jan 2024, 08:28Good day Jill
The matter is being treated as a priority and our team is ensuring that it is resolved timeously .
We will revert with feedback as soon as possible .
We appreciate your patience.
Kindest regards
Standard Bank Hello Peter Team
***
The matter is being treated as a priority and our team is ensuring that it is resolved timeously .
We will revert with feedback as soon as possible .
We appreciate your patience.
Kindest regards
Standard Bank Hello Peter Team
***
Standard Bank's reply23 Jan 2024, 08:28
Official
Good day Jill
The matter is being treated as a priority and our team is ensuring that it is resolved timeously .
We will revert with feedback as soon as possible .
We appreciate your patience.
Kindest regards
Standard Bank Hello Peter Team
***
The matter is being treated as a priority and our team is ensuring that it is resolved timeously .
We will revert with feedback as soon as possible .
We appreciate your patience.
Kindest regards
Standard Bank Hello Peter Team
***
JA
Jill A's updateReviewer Update
23 Jan 2024, 13:46How much of a priority if I have not had one email, or call in this regard!! the post was created at 8.10Aam unacceptable.
JA
Jill A's update23 Jan 2024, 13:46
Reviewer Update
How much of a priority if I have not had one email, or call in this regard!! the post was created at 8.10Aam unacceptable.
Standard Bank's replyOfficial
23 Jan 2024, 14:32Dear Jill
We regret the delay in resolving this matter.
We will request our team to assist regarding this matter.
Our team will be in touch.
Kindest regards
Standard Bank Hello Peter Team
***
We regret the delay in resolving this matter.
We will request our team to assist regarding this matter.
Our team will be in touch.
Kindest regards
Standard Bank Hello Peter Team
***
Standard Bank's reply23 Jan 2024, 14:32
Official
Dear Jill
We regret the delay in resolving this matter.
We will request our team to assist regarding this matter.
Our team will be in touch.
Kindest regards
Standard Bank Hello Peter Team
***
We regret the delay in resolving this matter.
We will request our team to assist regarding this matter.
Our team will be in touch.
Kindest regards
Standard Bank Hello Peter Team
***
JA
Jill A's updateReviewer Update
24 Jan 2024, 11:57Still nothing from Standard Bank about my vouchers??????????????????????
not one phonecall!!
why,
not one phonecall!!
why,
JA
Jill A's update24 Jan 2024, 11:57
Reviewer Update
Still nothing from Standard Bank about my vouchers??????????????????????
not one phonecall!!
why,
not one phonecall!!
why,
Standard Bank's replyOfficial
24 Jan 2024, 12:01Hi Jill
Your matter is still under review. We will follow up and get back to you.
Kindest regards
Standard Bank Hello Peter Team
***
Your matter is still under review. We will follow up and get back to you.
Kindest regards
Standard Bank Hello Peter Team
***
Standard Bank's reply24 Jan 2024, 12:01
Official
Hi Jill
Your matter is still under review. We will follow up and get back to you.
Kindest regards
Standard Bank Hello Peter Team
***
Your matter is still under review. We will follow up and get back to you.
Kindest regards
Standard Bank Hello Peter Team
***