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tY
tony Y

1 reviews | Active since Mar 2009

13 Jul 2018, 14:56

STANDARD BANK EFFICIENCY AND SUPPORT

I have repeated problem when submitting email queries/assistance from ********** One receives an immediate email response from GTXPROD2 acknowledging email and "consultant will respond within 48 hours" This is very seldom the case One case in particular to do with info received when downloading account history Reference number: ********** 809 [SR Ref No : ********** 2] has literally been on going for months without the slightest help

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Replies (4)
Standard Bank
Standard Bank's reply13 Jul 2018, 15:50
Official

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)
***

tY
tony Y's update25 Jul 2018, 21:38
Reviewer Update
Standard Bank responded immediately (automated response) Nkulululeko Sithole, complaint consultant, phoned me timeously but had no information regarding my problem I suggested emailing him my latest communication, which I did (16 July evening) I sent follow up email to see that he had sufficient info (18 July evening) He affirmed (19 July morning) "referred the matter to our internal stakeholder to assist" Heard nothing further to date (25 July evening)
tY
tony Y's update05 Aug 2018, 12:48
Reviewer Update
2 Aug 2018 Nkulululeko Sithole phoned me saying there was no progress. IS were not very coperative. He tried very hard to be helpful. I suggested he escalate the problem so that his superior could discuss with an IS manager. Problem is quite simple. On line banking allows me access to my transaction data as well as an option to download (CSV for Excel). The download date field is not in a format suitable for excel date formats and the running balance column is not downloaded. Being a retired software person myself I would estimate an hour or two to solve. NO JOY
tY
tony Y's update03 Sept 2018, 00:57
Reviewer Update
10 Aug 2018 I (tonyy) emailed You phoned me about a week ago stating not much assistance from IS I suggested you escalate problem to your manager who hopefully would discuss with senior IS staff or escalate further etc…… Aldo you undertook to talk to someone you new with a view to getting last 12 month transactions in Excel format Any progress please I realise you are trying your best If not please close incident RE: RE: Reference number: ********** 809 [SR Ref No : ********** 2] And I will log on Hello Peter that Standard Bank is unable to resolve 14 Aug 2018 Nkulululeko Sithole emailed The management team is aware of the issue and the impact it has on customers. There is a dedicated team looking into the matter to try and solve it as soon as possible. The thought of do it manually has failed unfortunately as this requires more time than we thought. 25 and 28 Aug 2018 I (tonyy) emailed Another 10 business days have passed I have not heard from anyone I don’t see any change on the WEB site The “dedicated team” don’t appear that dedicated Quite unbelievable 28 Aug 2018 Nkulululeko Sithole emailed The incident was raised and the team still working on it. We will advise as soon as there is a development.