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ANNE M

1 reviews | Active since Mar 2021

04 Mar 2021, 09:05

STANDARD BANK CREDIT CARD FACILITY IN A BAD STATE

I made a purchase at PnP on Friday, 26/02/2021 and swiped it on budget, first time using budget but it deducted from my straight. I called Standard Bank 28/02/2021, spoke to Nathaneal and he had no clue how budget worked and could not explain anything. I called monday 01/03/2021, spoke to Gillian (ref: ***) and she explained that it must be placed on budget and the amount must be put back on my straight after deducting the 1/6 amount for budget. By Wednesday, -3/03/2021 it was not done I called again and spoke to Caswell again he could not assist me and explained lots of facts that were not true. Like the Nathaneal the first consultant, Caswell explained that once it goes off on straight then the amount will still be deducted from budget over 6 months that means it goes off on straight and then again on budget. These consultants and not well informed and have no freaking clue how the credit card works. This is very very frustrating. I called again spoke to Anele, 03/03/2021 (***) he said he would escalate it and then it should be on budget and the amount would be placed back on my straight by 04/03/2021 which is still not done. This is just not on, this bank charges so much bank charges and yet they cannot assist me when I need it. Reason why I use budget and I suppose other do also so that we have a straight amount available for other purchases. The consultant also told me whenever I make a purchase on budget I must call in to put it on budget which makes no sense as the shop already gives me the option to put it on budget why must I still call in. What can I do about this bad service from Standard bank. This is downright disgraceful that a bank like Standard Bank should put their customers through so much stress. I just can't wait to close this account.

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Replies (3)
Standard Bank
Standard Bank's reply04 Mar 2021, 18:52
Official
Hello Anne, 

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
 ********** 
********** (fax)
 *********** 


AM
ANNE M's update05 Mar 2021, 09:02
Reviewer Update
Thank you for the response I received from Standard Bank. I was so frustrated I went into the bank at The Glen and also got no answers as the consultants really could not assist me regarding the credit card conditions in a satisfactory manner. They tried assisting me by calling the credit card division and once again the consultant there explained that they deduct the whole amount off straight and then it is divided on budget over 6 months. Which makes no sense, why would one purchase on budget over 6 months if the amount is going off directly from straight to begin with. Customer would accept the budget expecting to have that extra amount on straight to work with during the month. The terms and conditions of this credit card does not state that they would deduct entire amount from straight. I find that Standard Bank is misguiding the customer and I am taking matters to the OMBUDSMAN. After so many consultants gave me the run around someone from credit card division explained that I must send an email and they will escalate it. The way Standard Bank loves that word 'escalate', I said there is no way I am going any further with this to the bank as they showed me that they will rather put the customer into more stress than smooth things out. I am pushing to end all my accounts with Standard Bank as I see now that they do not cater for the working person who is struggling to make ends meet. Very very bad service and I don't want their apologies nor their sorry comments as that will not help me in my financial predicament as I said to the consultant from the credit card division, don't be sorry find me a SOLUTION to your misleading advertising.

AM
ANNE M's update09 Mar 2021, 08:13
Reviewer Update
This is what I received from Standard Bank via email which has no bearing on what I said above. No sms, nothing changed on my account and no transactions was duplicated and I rep**** and nothing further received from this person. This is the state this bank is in, pathetic.

On Sat, Mar 6, 2021 at 4:58 PM Moilwe, Busiswe B <***> wrote:
Dear Ms. Moses I trust that you are well. I refer to your comments posted on Hello Peter and acknowledge receipt. At the outset, I am sorry that you have had this experience and for the distress which this has caused you. Kindly be advised that the incident of transactions duplicating has been resolved and fees relating to the error are also reversed successfully. You may access your statement to confirm and advise us immediately if further assistance is required. At Standard Bank, we are committed to providing you, our valued client, exceptional service, and we would like to take this opportunity to thank you for your continued support. As our valued customer, we would like to hear from you. In the next 24 hours we will send you a survey via SMS. Please would you answer the 3 questions based on your experience today with our banker. Please be advised we will not ask you for any personal information in this SMS. Kind regards