RS
Robert S
1 reviews | Active since Jun 2021
17 Jun 2021, 13:54
STANDARD BANK CREDIT CARD DIVISION: SHOCKING CUSTOMER SERVICE
Last week I received a cold call from an agent from Standard Bank Credit Card Division who asked me whether I would like to upgrade my Gold credit card to a Titanium card. Not being a big user of my credit card, I wasn't interested, but I listened to what she told me and I figured that with an upgrade, I might save a few Rand each month, and she also told me that I had the option of having the card delivered to me at home, and so I accepted the upgrade. Today I received an SMS from SB Card Division telling me that my card had been delivered to the Standard Bank Tyger Valley branch and that I was to collect it using my ID. Tyger Valley branch is in the Northern Suburbs of Cape Town, about forty five minutes drive from where I live. I immediately called the SB Call Centre and was told by the consultant that the information from last week's call had not been updated to include a home delivery, and the consultant then updated her system to reroute the card to me at home. I asked whether my old card had already been deactivated, and she said yes. I then asked how long it would take my new card to be delivered to me and she told me between five and seven working days. So my credit card was deactivated without any notice to me, so if I had used my card today I would have had the embarrassment of being told that my card was no longer active. And now I will not have access to my old or new credit card for more than a week. There has been absolutely no thought here to customer satisfaction and convenience in this whole process and if I could give Standard Bank a minus rating, I would. Shocking customer "service".
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Replies (5)
Standard Bank's replyOfficial
18 Jun 2021, 01:05Hello Robert
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.
We apologize for the inconvenience and undue frustration, this has caused.
We greatly appreciate your continued support.
Kind regards
Complaint Resolution Centre
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Standard Bank's reply18 Jun 2021, 01:05
Official
Hello Robert
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.
We apologize for the inconvenience and undue frustration, this has caused.
We greatly appreciate your continued support.
Kind regards
Complaint Resolution Centre
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***
*** (fax)
***
***
Standard Bank's replyOfficial
22 Jun 2021, 12:00Hello Robert
Thank you for posting your comment.
Please can you respond to the e-mail sent to you.
We greatly appreciate your continued support.
Kind regards
Complaint Resolution Centre
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***
*** (fax)
***
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Standard Bank's reply22 Jun 2021, 12:00
Official
Hello Robert
Thank you for posting your comment.
Please can you respond to the e-mail sent to you.
We greatly appreciate your continued support.
Kind regards
Complaint Resolution Centre
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***
*** (fax)
***
***
RS
Robert S's updateReviewer Update
28 Jun 2021, 21:10I responded to the email from Nicole Kirkwood at Standard Bank last Tuesday, and gave her all of the information she asked me for. To date I have not received a response from her.
After Standard Bank sent my card to the Tyger Valley branch instead of delivering it to me at home, I was told by the Standard Bank Call Centre agent that the card would definitely be delivered to me within seven working days of my call to her. Today is seven days later, and I have not heard a thing from Standard Bank.
I have two monthly debit orders on my credit card and if those debit orders are not honoured because my old card has been deactivated, I will hold Standard Bank responsibile.
Extremely poor service from a company I worked for for more than ten years.
After Standard Bank sent my card to the Tyger Valley branch instead of delivering it to me at home, I was told by the Standard Bank Call Centre agent that the card would definitely be delivered to me within seven working days of my call to her. Today is seven days later, and I have not heard a thing from Standard Bank.
I have two monthly debit orders on my credit card and if those debit orders are not honoured because my old card has been deactivated, I will hold Standard Bank responsibile.
Extremely poor service from a company I worked for for more than ten years.
RS
Robert S's update28 Jun 2021, 21:10
Reviewer Update
I responded to the email from Nicole Kirkwood at Standard Bank last Tuesday, and gave her all of the information she asked me for. To date I have not received a response from her.
After Standard Bank sent my card to the Tyger Valley branch instead of delivering it to me at home, I was told by the Standard Bank Call Centre agent that the card would definitely be delivered to me within seven working days of my call to her. Today is seven days later, and I have not heard a thing from Standard Bank.
I have two monthly debit orders on my credit card and if those debit orders are not honoured because my old card has been deactivated, I will hold Standard Bank responsibile.
Extremely poor service from a company I worked for for more than ten years.
After Standard Bank sent my card to the Tyger Valley branch instead of delivering it to me at home, I was told by the Standard Bank Call Centre agent that the card would definitely be delivered to me within seven working days of my call to her. Today is seven days later, and I have not heard a thing from Standard Bank.
I have two monthly debit orders on my credit card and if those debit orders are not honoured because my old card has been deactivated, I will hold Standard Bank responsibile.
Extremely poor service from a company I worked for for more than ten years.
RS
Robert S's updateReviewer Update
30 Jun 2021, 12:32This is the response from Standard Bank wrt my complaint: "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."
In spite of three follow up mails enquiring when my credit card is going to be delivered to me, I have had no response and I have still not received the card.
I have also not received any response to the questionnaire that I completed and returned at the request of the bank.
Disgraceful, Standard Bank!!
In spite of three follow up mails enquiring when my credit card is going to be delivered to me, I have had no response and I have still not received the card.
I have also not received any response to the questionnaire that I completed and returned at the request of the bank.
Disgraceful, Standard Bank!!
RS
Robert S's update30 Jun 2021, 12:32
Reviewer Update
This is the response from Standard Bank wrt my complaint: "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."
In spite of three follow up mails enquiring when my credit card is going to be delivered to me, I have had no response and I have still not received the card.
I have also not received any response to the questionnaire that I completed and returned at the request of the bank.
Disgraceful, Standard Bank!!
In spite of three follow up mails enquiring when my credit card is going to be delivered to me, I have had no response and I have still not received the card.
I have also not received any response to the questionnaire that I completed and returned at the request of the bank.
Disgraceful, Standard Bank!!
RS
Robert S's updateReviewer Update
19 Jul 2021, 10:22Ok, so my initial complaint was that Standard Bank, who were supposed to deliver my new upgraded credit card to my house, delivered it to the Tyger Valley branch of Standard Bank, 35 kms from where I live, and deactivated my old card without informing me.
After querying this with a call centre agent, I was told that the card would then be delivered to my house. This was a month ago. I also received a mail from Nicole Kirkwood at Standard Bank, asking me for some additional information to assist them in investigating my complaint. I submitted the information but that was the last I heard from Nicole, despite follow up e-mails being sent by me. I also sent a mail to the general complaints department at Standard Bank Master Card but never received a response.
It then seemed that my old credit card was suddenly reactivated because the two debit orders I have on my credit card were honoured at the end of June. However, I heard absolutely nothing from Standard Bank during this time, so I assumed that they had just dropped the whole matter, and I did not follow up any further, in spite of the total lack of communication. I had my old card, and I was happy to carry on using it.
Then last Friday I received an SMS from Standard Bank telling me that, once again, my upgraded credit card had been delivered to the Tyger Valley Branch!!!! And my old card was deactivated again, which I found out on Saturday morning when my card was declined when I was trying to pay for our shoppping.
What the hell is going on here, Standard Bank??? You messed up by delivering my upgraded card to a branch instead of my house, you followed up and offered to investigate, which you never did, and I never heard from you again until, a month later, you advise me by SMS that you have again delivered my card to a branch! This is pathetic "service"! Once this issue has been resolved, the first thing I am going to do is cancel my credit card, which I have had for nearly thirty years, and get a new credit card from a diffent bank!
After querying this with a call centre agent, I was told that the card would then be delivered to my house. This was a month ago. I also received a mail from Nicole Kirkwood at Standard Bank, asking me for some additional information to assist them in investigating my complaint. I submitted the information but that was the last I heard from Nicole, despite follow up e-mails being sent by me. I also sent a mail to the general complaints department at Standard Bank Master Card but never received a response.
It then seemed that my old credit card was suddenly reactivated because the two debit orders I have on my credit card were honoured at the end of June. However, I heard absolutely nothing from Standard Bank during this time, so I assumed that they had just dropped the whole matter, and I did not follow up any further, in spite of the total lack of communication. I had my old card, and I was happy to carry on using it.
Then last Friday I received an SMS from Standard Bank telling me that, once again, my upgraded credit card had been delivered to the Tyger Valley Branch!!!! And my old card was deactivated again, which I found out on Saturday morning when my card was declined when I was trying to pay for our shoppping.
What the hell is going on here, Standard Bank??? You messed up by delivering my upgraded card to a branch instead of my house, you followed up and offered to investigate, which you never did, and I never heard from you again until, a month later, you advise me by SMS that you have again delivered my card to a branch! This is pathetic "service"! Once this issue has been resolved, the first thing I am going to do is cancel my credit card, which I have had for nearly thirty years, and get a new credit card from a diffent bank!
RS
Robert S's update19 Jul 2021, 10:22
Reviewer Update
Ok, so my initial complaint was that Standard Bank, who were supposed to deliver my new upgraded credit card to my house, delivered it to the Tyger Valley branch of Standard Bank, 35 kms from where I live, and deactivated my old card without informing me.
After querying this with a call centre agent, I was told that the card would then be delivered to my house. This was a month ago. I also received a mail from Nicole Kirkwood at Standard Bank, asking me for some additional information to assist them in investigating my complaint. I submitted the information but that was the last I heard from Nicole, despite follow up e-mails being sent by me. I also sent a mail to the general complaints department at Standard Bank Master Card but never received a response.
It then seemed that my old credit card was suddenly reactivated because the two debit orders I have on my credit card were honoured at the end of June. However, I heard absolutely nothing from Standard Bank during this time, so I assumed that they had just dropped the whole matter, and I did not follow up any further, in spite of the total lack of communication. I had my old card, and I was happy to carry on using it.
Then last Friday I received an SMS from Standard Bank telling me that, once again, my upgraded credit card had been delivered to the Tyger Valley Branch!!!! And my old card was deactivated again, which I found out on Saturday morning when my card was declined when I was trying to pay for our shoppping.
What the hell is going on here, Standard Bank??? You messed up by delivering my upgraded card to a branch instead of my house, you followed up and offered to investigate, which you never did, and I never heard from you again until, a month later, you advise me by SMS that you have again delivered my card to a branch! This is pathetic "service"! Once this issue has been resolved, the first thing I am going to do is cancel my credit card, which I have had for nearly thirty years, and get a new credit card from a diffent bank!
After querying this with a call centre agent, I was told that the card would then be delivered to my house. This was a month ago. I also received a mail from Nicole Kirkwood at Standard Bank, asking me for some additional information to assist them in investigating my complaint. I submitted the information but that was the last I heard from Nicole, despite follow up e-mails being sent by me. I also sent a mail to the general complaints department at Standard Bank Master Card but never received a response.
It then seemed that my old credit card was suddenly reactivated because the two debit orders I have on my credit card were honoured at the end of June. However, I heard absolutely nothing from Standard Bank during this time, so I assumed that they had just dropped the whole matter, and I did not follow up any further, in spite of the total lack of communication. I had my old card, and I was happy to carry on using it.
Then last Friday I received an SMS from Standard Bank telling me that, once again, my upgraded credit card had been delivered to the Tyger Valley Branch!!!! And my old card was deactivated again, which I found out on Saturday morning when my card was declined when I was trying to pay for our shoppping.
What the hell is going on here, Standard Bank??? You messed up by delivering my upgraded card to a branch instead of my house, you followed up and offered to investigate, which you never did, and I never heard from you again until, a month later, you advise me by SMS that you have again delivered my card to a branch! This is pathetic "service"! Once this issue has been resolved, the first thing I am going to do is cancel my credit card, which I have had for nearly thirty years, and get a new credit card from a diffent bank!