Standard Bank Business and Credit Card Handling

<p>We have had three or so recent bad experiences with Std Bank Merchant Services and it boggles the mind that such mistakes are being made. After spending 90 minutes in the phone last week, getting Std Bank to reverse an error they had made I left a message on the Std Bank Facebook page asking to be sent a number where I could call a person with some authority. I received no response. Let's start with this one for now:<br /><br />On the 15th of December the amounts we put through our credit card machine failed to register in our bank account. After a struggle, we were told that the amount would show on the 21st of Dec. This was so. But now, on thye 5th of Jan, the same amount was debited to our clients credit card for the second time and as of today, has not appeared in our account.<br /><br />What is going on?</p> <p> </p> <p>Firstly, how could the sum (R7,000 originally made up of a number of swipes) be charged to the clients card but was not passed on to us?<br />Secondly, how can the clients card be charged a second time two weeks later?</p> <p>Thirdly, how can Std Bank tell the client that they can't assist, the client must come back to my business for us to transfer the funds back to them?</p> <p>Fourthly, how can I transfer funds back to them that I haven't received?</p> <p>Do you have any idea the dread I feel to start another 90 minute session with inexperienced call centre staff?</p> <p>Please can somebody phone me, somebody with authority and knowledge so that we can work out a way to fix a mess that Std Bank won't take reponsibility for?</p> <p>In the longer term, how are you going to fix your sustems so that instead of being the worst bank I deal with, you can become at least equal to the other banks?</p> <p>An example of how broken your system is, is your Authorisation department. Every time, we get hold of *********** staff who really don't know what they are doing. Time and again, when we phone for authorisation, the call lasts for more than 30 minutes. All the other banks authorise within 5 minutes. Why is Std Bank so hopeless at giving service on the authorisation side of the business? Who can I discuss this with other than a minor manager at the call centre?</p> <p> </p> <p>Our main account is with Std Bank but we have accounts with all the major banks in South Africa so we can talk with authority when we say that Std Bank is the worst by a long way. Anyway, let's get someone to call me who I can sort the problem out whereby our client was charged on the 15th of Dec and then again on the 5th of January.</p> <p> </p> <p>Regards</p> <p> </p> <p>Clive Walker</p> <p> </p>