STANDARD BANK CUSTOMER SERVICES FAILS AGAIN

On 6 April 2023 at around 03:00 (I was working late into the night), I received an email notifying me of a charge to my credit card account. I had not authorised it and so called the ***** line. The card was then blocked.

Unfortunately, my conversation with the call centre agent ended before she had an opportunity to explain how this would affect any monthly subscriptions falling due during the time it would take to replace the card and collect it from the nearest branch.

The call ended on her side, so the agent should have called me to complete the conversation. She had all my contact details but did not call.

However, she had explained that it will take between five and seven working days for a new card to be available for collection at my nearest branch.

Using online banking, I checked my account to see which upcoming payments would be affected. One subscription was due to be paid on 7 April 2023, so I tried to arrange for it to be charged to my cheque account. The bank would not process the change in card details.

I then called the bank to see what could be done.

The first call could not proceed because of an unstable connection. I could not hear the agent, who could nevertheless hear me. Since the system had already notified her of my ID number (which I had entered at the automated call centre answering system's request), she could have identified me and called back. She did not.

A second attempt at solving the problem failed shortly after I began speaking to another agent. This time, it was because my airtime ran out. Once again, the agent already had my details and so could have called back. She did not.

A third attempt was more successful because I was at least able to explain what had happened. Unfortunately, however, this agent could not help me. I was told that nothing can be done to prevent the affected subscription transactions from failing. I was also told that a blocked account cannot be unblocked.

When I explained that, as a longstanding customer, I had a right to expect some level of assistance in solving the problem, I was told the bank could not help me.

I then said that this was probably not the case. I told the agent that the more likely reason for what had happened was that the training she had received was inadequate and only allowed her to provide standard responses in certain situations. I said I had experienced similar problems before in different circumstances (also reported to Hello Peter and promptly resolved). I also said I was generally unhappy with the bank's service, especially because all branches near my home have been closed.

In fact, it has become becoming increasingly difficult to visit a branch that offers a complete range of services. There are two options for me. Both these branches are a considerable distance from my home in central Cape Town. Both have had their floor space and staff complement reduced.

I therefore asked to speak to the agent's supervisor. She asked for my ID number (which I had already provided at the automated call centre answering system's request). When I gave it to her, the agent missed one of the digits. I then repeated it.

I was told the agent's supervisor would call that day but have heard nothing since. It is now the first day of a four-day public holiday.

What I had hoped to explain to the supervisor is that it must be possible for the bank to arrange for outstanding subscriptions to be debited to my cheque account.

As things are, the first subscription has just bounced. Another will suit follow later today.

Something is clearly wrong.

In fact, a great deal is wrong with this bank.

We are repeatedly told by email, text message and by the automated call centre answering system that the bank never asks for card details or PINs. Yet the latest Internet banking security measure now asks for both.

When I received this request for the first time (it pops up as soon as one enters one's name and password on the online banking page), I reported it as bank *****. I was told it is now standard procedure and to provide the details requested, which is the only way to access Internet banking.

Why were clients and customers not informed of the new procedure beforehand?

And it gets worse ...

The two branches closest to my home have manual queuing systems. The name of a customer entering each branch is recorded by hand in a book at the enquiries desk - with their reason for visiting the bank. Each customer services banker then walks to the desk to look down the list for the next customer they can assist. That customer is then called from the waiting area.

When I asked why an automated system is not used, I was told at both branches that their requests for one to be installed had been declined.

All this is completely unacceptable. Yet the bank knows that closing one's accounts and moving them to a different service provider is a huge undertaking most of us would prefer to avoid.

Which is why the bank gets away with such poor service ...