Standard Bank Call Centre Service

I would like to formally express my deep disappointment with the service I have received regarding a query that remains unresolved despite multiple attempts to obtain assistance.

Over the past two days, I have experienced excessive hold times of over 30 minutes while being transferred between consultants who repeatedly advised that they would assist or liaise with team leaders, yet no resolution was provided. The most unacceptable incident occurred when a consultant dropped my call after I had already waited over 30 minutes, and no call-back was made. Should proof be required, I am able to provide it.

Yesterday, I contacted the call centre and spoke to a consultant named Semakazi, who provided me with a reference number. She advised that she was experiencing a system issue on her side and that my query would be escalated, with a call-back to follow. Unfortunately, no call-back was received.

Today, I called again to follow up on this escalation. During this interaction, the consultant asked me to hold while he investigated, after which the call was dropped without any follow-up. This was extremely frustrating, especially considering the time already spent waiting.

My query is straightforward: I need my PureSave and other savings plan linked to my banking app so that I can place a withdrawal notice. I have done this successfully in the past without any issues, and I do not understand why this has suddenly become problematic. I was repeatedly referred “to the bank” without any clear explanation or assistance.

As someone who works in a contact center environment, I find this service level particularly concerning. Dropping calls without calling the client back constitutes call avoidance and is not acceptable practice. Customers should not be subjected to such treatment.

I rely on the banking app for convenience, as I do not have the time to visit a branch. It is therefore disappointing that I am being directed to a branch for a service that should be easily accessible via the app. This raises serious concerns about the purpose and reliability of the digital banking platform.

It is disheartening that recent interactions with Standard Bank’s call centre consistently result in dissatisfaction and escalation to platforms such as HelloPeter. I trust that this matter will be taken seriously and urgently addressed.

I request immediate assistance in resolving my query and feedback on the poor service