HC
HILTON C
1 reviews | Active since Nov 2011
05 Jul 2021, 17:43
Standard bank "*****" alert
I tried to log on to my Standard Bank a/c this afternoon in order to make a payment but received a message to contact the ***** dept. I was then asked if I had made a sim card swap on my phone to which I answered that I had as I have a new phone. I am now told that my a/c is locked for 24 hrs even though my cell no is unchanged!! And if I want to make a payment now, I can do so at an ATM. I am 79, it's early evening, is this realistic? NOT what I expect from a major bank! Great attitude!
Helpful (0)
Replies (2)0
Replies (2)
Standard Bank's replyOfficial
06 Jul 2021, 03:29Hello Hilton
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)
***
***
Standard Bank's reply06 Jul 2021, 03:29
Official
Hello Hilton
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)
***
***
HC
HILTON C's updateReviewer Update
07 Jul 2021, 16:25Apart from this "copy-paste" response, nothing was done to enable me to access my a/c, so I waited for 24 hrs, logged in and got the same ***** alert message. I contacted the ***** centre and was told I need to go to a bank branch to resolve this - a totally different "solution" to the previous day!
After insisting on escalation to a team leader and being asked if I still had my old phone (!) I was put on hold and after 20 mins, I cut the call.
The team leader later called me back and after answering a whole ream of security verification questions ( and being asked which branch held my a/c - was Alberton but this branch closed!) and having to listen to a lecture on how to keep my a/c secure, the a/c was finally unlocked.
A totally "SUB-Standard" experience for a 79-year-old long time customer!!
What really gets me is that there is no warning anywhere on the Standard Bank system for customers to notify the bank of sim card changes.
And just what training does the call centre staff have - two conflicting responses for the same problem? Instead of being asked to stay on the line, why not offer to call back??
Pathetic "service" from a supposedly high profile bank.
After insisting on escalation to a team leader and being asked if I still had my old phone (!) I was put on hold and after 20 mins, I cut the call.
The team leader later called me back and after answering a whole ream of security verification questions ( and being asked which branch held my a/c - was Alberton but this branch closed!) and having to listen to a lecture on how to keep my a/c secure, the a/c was finally unlocked.
A totally "SUB-Standard" experience for a 79-year-old long time customer!!
What really gets me is that there is no warning anywhere on the Standard Bank system for customers to notify the bank of sim card changes.
And just what training does the call centre staff have - two conflicting responses for the same problem? Instead of being asked to stay on the line, why not offer to call back??
Pathetic "service" from a supposedly high profile bank.
HC
HILTON C's update07 Jul 2021, 16:25
Reviewer Update
Apart from this "copy-paste" response, nothing was done to enable me to access my a/c, so I waited for 24 hrs, logged in and got the same ***** alert message. I contacted the ***** centre and was told I need to go to a bank branch to resolve this - a totally different "solution" to the previous day!
After insisting on escalation to a team leader and being asked if I still had my old phone (!) I was put on hold and after 20 mins, I cut the call.
The team leader later called me back and after answering a whole ream of security verification questions ( and being asked which branch held my a/c - was Alberton but this branch closed!) and having to listen to a lecture on how to keep my a/c secure, the a/c was finally unlocked.
A totally "SUB-Standard" experience for a 79-year-old long time customer!!
What really gets me is that there is no warning anywhere on the Standard Bank system for customers to notify the bank of sim card changes.
And just what training does the call centre staff have - two conflicting responses for the same problem? Instead of being asked to stay on the line, why not offer to call back??
Pathetic "service" from a supposedly high profile bank.
After insisting on escalation to a team leader and being asked if I still had my old phone (!) I was put on hold and after 20 mins, I cut the call.
The team leader later called me back and after answering a whole ream of security verification questions ( and being asked which branch held my a/c - was Alberton but this branch closed!) and having to listen to a lecture on how to keep my a/c secure, the a/c was finally unlocked.
A totally "SUB-Standard" experience for a 79-year-old long time customer!!
What really gets me is that there is no warning anywhere on the Standard Bank system for customers to notify the bank of sim card changes.
And just what training does the call centre staff have - two conflicting responses for the same problem? Instead of being asked to stay on the line, why not offer to call back??
Pathetic "service" from a supposedly high profile bank.