Standard Bank - Fourways Branch

Yesterday, I visited the Fourways branch as I was in the area for work training. The previous day, my bank card was swallowed by an ATM after business hours, so I returned the next day to get it replaced. Upon arrival, I was warmly welcomed by a friendly receptionist named Evidence. I explained that I needed to replace my card but unfortunately didn’t have any form of identification with me. He assured me that it wouldn’t be a problem and noted my name down, asking me to take a seat as I would be called shortly. After about 20–30 minutes, I was called by a lady and directed to a teller named Collen. I reiterated that I was there to replace my card and again mentioned I had no ID. Collen warned me that if the biometric verification failed, he wouldn’t be able to assist me. I asked if there was an alternative solution, such as verifying my identity by answering security questions. He responded that only the call center handles security questions. I then asked if he could connect me to the call center so they could verify me and we could move forward. I made it clear that I was looking for solutions, not more obstacles. Eventually, he proceeded with the biometric verification, which went through successfully. He then updated my details and asked me to confirm the information on the system. However, when the process required him to scan my ID, I reminded him once again that I didn’t have it. At that point, he said he could no longer continue assisting me. I expressed frustration, pointing out that I had been told at reception I would be assisted. Collen then told me to go find the receptionist and have him assist me instead. When I returned to reception, Evidence was assisting another customer outside at the ATMs. I went back to Collen, who again insisted he couldn’t help. I asked him to call his team leader. He refused, asking why I wanted to speak to them. I explained that if he couldn’t help me, perhaps someone else could. After asking several times, he finally shouted across the branch, “Woza uzo siza umuntu wakho,” effectively reducing me from being a customer to just “someone else’s problem.” He then told me to move out of his cubicle. I said I would not leave until the team leader arrived. In response, he pulled down his blind and began counting money, refusing to engage further. About five minutes later, Team Leader Matsileng Tsotetsi called me into another cubicle and calmly asked what had happened. I explained everything and pointed out that had I been told from the beginning that I couldn’t be helped, I would have left instead of wasting time. She took my ID number, and the biometric verification went through again without issue. She told Collen she didn’t understand why I wasn’t assisted. He responded that the system had prompted him to scan my ID. Matsileng advised that I could be assisted and instructed that a history note be added to my profile stating that I need to bring my ID to a branch to have it scanned again in the future. Her empathy, professionalism, and problem-solving approach truly stood out. I'd like to sincerely thank Team Leader Matsileng Tsotetsi for her excellent handling of the situation. She managed to calm me down and even brought a smile to my face by the end. Thanks also to Kamva Nyengane, the teller who completed the card replacement, and to Evidence, who later returned and apologized for the inconvenience.

All three of these staff members deserve a 5-star rating, particularly Matsileng, whose empathy, active listening, and willingness to help were exemplary.

As for Collen, his conduct and lack of customer care are the reason why I would give the branch a 1-star rating. I hope this feedback is taken seriously and that steps are taken to improve his attitude toward customers going forward.