Hellopeter
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Nicholas G

1 reviews | Active since Nov 2015

25 Aug 2017, 20:01

Simple question too complicated for customer service

Hello,

I have a simple problem, but this complaint is about how your customer service agent handled it.

Here is my email from Aug 24:

"Good day,

I hope you are well. My SIM card has recently been deactivated by MTN due to a very frustrating clerical error on their part. Despite me contacting them in writing before the number was recycled, MTN still gave my number away and cannot get it back to me. I know that I need to change my number with Internet banking used both on the website and through the iPhone app because I will need the OTP.

Is it possible to change the cellphone number to a cell phone in another country? I am currently living abroad in the US and will struggle to get a new ZA cell number in the immediate future. The phone number starts with +1.

If that is not possible, what are my possible solutions to solve this from outside South Africa? I emailed standard bank almost this exact email and they told me "go to a branch," which of course is not possible.

I'm not asking for anything to be done over email, but I am curious what the protocol will be to change the cell phone number on my account, preferably to an American number but possibly to a ZA number with some additional planning.

Thank you for your help.

Kind regards,"

I was given reference # ********** 2 and got this wonderful response from John Sefatsa:

"Good day

It will be our pleasure to assist you with your enquiry. Please note that we can not update contact details vai emails. You need to visit any nearest branch for assistance.

Kind regards

John Sefatsa CUSTOMER CONTACT CENTRE E-MAIL UNIT"

Are you kidding me? I mention 4 separate times that I cannot go to a branch, and worst of all I specifically mention that Standard Bank has just told me to go to a branch before and that that solution doesn't help.

So what is your response to John Sefatsa? Can he read? You must acknowledge that his response is painfully dumb. In his 2 sentence response he even misspelled "via." I mean, c'mon, this is terrible. Are you comfortable with his response. He completely ignored every single thing I said, and I was polite and asking a simple question.

I also still need a solution to my problem, and I've tried email Standard Bank. I emailed 3 times, and got 3 totally different responses (John's was just the worst). I was just copy and pasting my email, so I hope you're as shocked as me that I got 3 completely different responses. Then my sister went to a branch in person and they gave her a completely different answer.

This is such a simple problem, I just need to a change a number. Please can someone just tell me how to do it in a way that doesn't require me buying a R20,000 plane ticket and traveling to the other side of the world just to change a phone number for internet banking.

Thank you.

0
Replies (9)
NG
Nicholas G's update25 Aug 2017, 20:09
Reviewer Update
Sorry for Hello Peter's weird formatting. I've tried to correct the above message here: Hello, I have a simple problem, but this complaint is about how your customer service agent handled it. Here is my email from Aug 24: "Good day, I hope you are well. My SIM card has recently been deactivated by MTN due to a very frustrating clerical error on their part. Despite me contacting them in writing before the number was recycled, MTN still gave my number away and cannot get it back to me. I know that I need to change my number with Internet banking used both on the website and through the iPhone app because I will need the OTP. Is it possible to change the cellphone number to a cell phone in another country? I am currently living abroad in the US and will struggle to get a new ZA cell number in the immediate future. The phone number starts with +1. If that is not possible, what are my possible solutions to solve this from outside South Africa? I emailed standard bank almost this exact email and they told me "go to a branch," which of course is not possible. I'm not asking for anything to be done over email, but I am curious what the protocol will be to change the cell phone number on my account, preferably to an American number but possibly to a ZA number with some additional planning. Thank you for your help. Kind regards," I was given reference # ********** 2 and got this wonderful response from John Sefatsa: "Good day It will be our pleasure to assist you with your enquiry. Please note that we can not update contact details vai emails. You need to visit any nearest branch for assistance. Kind regards John Sefatsa CUSTOMER CONTACT CENTRE E-MAIL UNIT" Are you kidding me? I mention 4 separate times that I cannot go to a branch, and worst of all I specifically mention that Standard Bank has just told me to go to a branch before and that that solution doesn't help. So what is your response to John Sefatsa? Can he read? You must acknowledge that his response is painfully dumb. In his 2 sentence response he even misspelled "via." I mean, c'mon, this is terrible. Are you comfortable with his response? He completely ignored every single thing I said, and I was polite and asking a simple question. I also still need a solution to my problem, and I've tried email Standard Bank. I emailed 3 times, and got 3 totally different responses (John's was just the worst). I was just copy and pasting my email, so I hope you're as shocked as me that I got 3 completely different responses. Then my sister went to a branch in person and they gave her a completely different answer. This is such a simple problem, I just need to a change a number. Please can someone just tell me how to do it in a way that doesn't require me buying a R20,000 plane ticket and traveling to the other side of the world just to change a phone number for internet banking. Thank you.
NG
Nicholas G's update25 Aug 2017, 20:50
Reviewer Update
Here are my 3 reference numbers so you can see the 3 responses: ********** 3 - This one says I should I have changed my phone number before I left... But I lost the number while away and I explained that. She says I need to contact my branch, but then gives me the contact information for internet banking. She claims I can change the OTP to be delivered by email. ********** 5- This one tells me to log into the old internet banking (not the experience one that I use) and send some kind of secure email requesting a change of OTP phone number. Not aware of this option and I've never successfully used the old internet banking website she asks me to use. I've successfully used your "new" internet banking for years and can still log into that successfully, but I primarily use the iPhone app. ********** 2 - This is the John one. He just tells me to go to a branch. I question his reading abilities.
Standard Bank
Standard Bank's reply27 Aug 2017, 03:53
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. Kindly provide us with your account or id numbers in order for us to escalate your matter further to the below email address:

- Email: ***

We apologize for the inconvenience and undue frustration, this has caused.
We greatly appreciate your continued support

Kind regards

Clint Chetty
Complaint Resolution Centre
***
*** (fax)
***

NG
Nicholas G's update27 Aug 2017, 15:42
Reviewer Update
I'm not really comfortable giving you my information tied to a complaint because there are many complaints on HelloPeter about your customer service people freezing accounts and doing ********* things as revenge. I want to know your feedback about John Sefatsa (SR Ref No : ********** 2). This dense idiot read 4 sentences about me not being able to go to a branch, and 1 paragraph about my frustrations with SB always telling me to go to a branch even when it's impossible, and this stupid nkwenkwe responds with "Go to a branch." Please explain how this is an appropriate response. This guy needs an official complaint filed against him.
Standard Bank
Standard Bank's reply28 Aug 2017, 08:25
Official

Dear Nicholas

Thank you for posting the message and allowing us the opportunity to investigate the matter.

We will be in contact with you as soon as possible.

Thanks,

Complaint Resolution Centre

***

Standard Bank
Standard Bank's reply28 Aug 2017, 08:43
Official

Dear Nicholas

Kindly refer to the email correspondence wherein the feedback was provided, however should you have any further concerns you can contact me.

Thanks,

Complaint Resolution Centre

***

NG
Nicholas G's update28 Aug 2017, 13:09
Reviewer Update
You email showed you didn't read my complaint and was also in broken english!!!!
NG
Nicholas G's update28 Aug 2017, 13:11
Reviewer Update
"We unfortunately unable to change the South African cell phone number to an international number for your one time password (OTP) but an email." c'mon guys. How many times do I have to say I'm NOT asking for anything to be done over email and I just need you to tell me who to call or how to handle this from outside the country.
NG
Nicholas G's update29 Aug 2017, 00:52
Reviewer Update
I sent that quote to my Zulu family in KZN. Absolutely none of them can decipher this broken English. My one sister thought maybe you meant you could change my OTP to email, but the next line in your email is saying you can't help me. I'm honestly without words. Do any of you honestly think you're doing a good job. I just need to change a phone number and it's taken a dozen emails and hellopeters and you still can't tell me how to do it from outside the country. This is embarrassing.