Standard Bank does not care about it’s customers

Email sent to Standard Bank which will probably be ignored.

To anyone who cares at Standard Bank.

I am sending this email with my phone on 5% battery.

I will not be able to purchase electricity and charge my phone until you guys have decided you want to help me.

I have had ***** case ***-*** opened on 31st October and was advised of a TAT of 7 working days which I was patient for. I received no feedback and followed up on day 7 and was told the actual TAT was 7-10 working days. I still waited because I what else could I have done?

On day 10 I was told that the case was still not attended and will need to wait another 24-48 hours.

I had to beg and plead because at that point I was already starving and could not even afford to go to work. I explained how the money taken from my account was to get me through the month.

An agent called me a few hours later, case was resolved and I would get refunded ‘ earliest Nov 16 and latest the 18th.

I have been so desperate for the refund that I walked a few times to check during the whole weekend.

Yesterday I was told the payment was processed and would receive the money by Midnight. I didn’t sleep, I wanted to make sure and nothing.

To cut the story ( my battery did die )I have now been refunded 14 working days later after begging and being played with by your consultants.

I was advised that a manager/ team leader would call me, that was on Monday, I am still waiting .

I have asked a a brief synopsis of the case or email to confirm the ***** on my account which will include the case number, the account number the transaction went off on, date case was logged and funded ( money paid into my account ).

I have called again today to make the request again and was told that has never been done before. I was once again assisted by your agent Neo who sarcastically said after looking into my account ‘ oh you are the one who was crying’

This is the same same agent who hug ‘up on me on Tuesday after begging for her to assist as my job was and is still on the line.

She hung after she arrogantly stated that the refund was not guaranteed when I was following up, I asked her how that statement was relevant in this case as the issue has been resolved and following up on a payment I was told was processed on the 14.

Through out the call the agent put me on mute, same thing today. This lady and very rude and has very poor communication skills, she deals with us customers as if she is running a ****a shop. Has zero soft skills and empathy for your customers.

For someone who lives on hand to mouth, I was unconvinced in a huge way the this delay in resolving my case. As a person with 2 chronic medical conditions who had to stop taking my medication because I could not even afford food or electricity and was starved until case was resolved.

I am not simply making a request to use as proof to my employer in order to keep my job after explaining on each call how my job was on the line as I could not afford to travel due to the delay and I according to Neo who has a very ghetto way speaking to customers, Standard team leaders /managers do not speak to customers.

I would love to know what your quality assessor’s say about her calls and constant use of the mute button while you talking with out saying a word and come back with some silly statement with her discussing attitude.

Standard Bank the least you can do is please send me the what I have requested, I have begged and pleaded with you for days, I am exhausted and just trying to staying employed.

My contact number is ***.