Standard Bank (Hatfield)

Good Morning

After being a loyal customer at Standard Bank for 10 years I've finally saw the business ethics when it comes to tough times. Originally I opened the Account at the Centurion Branch in 2011, hence I was working in the Menlyn/Hatfield area I moved branches to the Hatfield Branch and this is where everything started going wrong. Poor service delivery like I've never experienced before.

1) I've app**** for the covid relief at the start of the lockdown with absolutely no response. I used up all my savings (Completely depleted) which the still debited of my account. I tried phoning numerous times just to get the phone dropped in my ear after trying to explain my situation. When my savings were depleted they handed my account over to the nimble group which bul**** me into paying the entire term even though the term is still active. When Standard bank handed my account over the loaded a debit order onto my account without consent and for 9 months now they debit my account 3 times on 1 day every Thursday and charge me a R140 penalty. Even knowing my salary is available every Friday. When I called to amend this the call centre operator said I had to visit the branch. And so I did, I went to htfield branch with high hope to revoke this matter but due to extreme incompetency the Lady said "I'm so sorry I cant help you" thats it. Even still now I feel like Standard Bank is *****ing my money hence they know when my salary date is. Before the lockdown there was never an issue like this. So for about 5 months standard bank charges me R140 x 3 every Thurday (R420) just before my funds are available and immediately after again. Hatfield Branch aren't very competent in their duties and to be honest its an absolutely displeasure going there. Even the call centre agents do not care about the customers as they just drop lines if they cant assist or when you request a manager. There is no way of rating that service, only if they let you. Pathetic. I've phoned more than 10 times, spending hundreds of rands in airtime to request a meeting with the branch manager with no avail. They have an different excuse every time. I want this to be revoked and corrected so I can close my Standard Bank Accounts ( Personal and Business Account, My Business Partner will do the same)

2) After Convincing My Partner to move his Personal Account over to Standard Bank we went to the Hatfield Branch together. After booking in and waiting for some time we finally went to one of the bankers ( First One on the right as you enter) We never got the Lady's name (Blonde Dreadlocks). She was so *********** and slow. My Partner almost stood up and left, I had to re-convince him not to leave. She opened the account wrongly and even charged a new customer Statement Fees on opening the Account. Then said sorry she cant take it off, that's extremely unprofessional, getting frustrated we decided to leave it at that and continue. Waiting another 30min just sitting there and the Consultant Chatting and laughing with other Standard Bank employees as she didn't really have any interest in being vigilant or helping us at all. When we asked what's going on she blames google chrome and litterally turned her enire system towards us asking if we could help her fix the problem (That's why Standard Bank gets Hacked) because of this. If having the right tool we could have easily extracted data from that computer and she didn't even flinch. We couldn't believe this and we both were shocked by the event. When she finished creating the account we had ask her to set up his Mobile application which she knew nothing about. She constantly aced others to help and at the end of the appointment the App was such a mess I had to personally re-do it all over again. The Banker, after giving her an South-African ID she opened the account with wrong names and surnames. When questioned about it, the response was "I'm Sorry". This is beyond pathetic service delivery and I would never recommend Standard Bank ever again. Now a new card and account has to be re-issued and were paying for Standard Banks Mistakes.

3) When collecting our cards from the branch again we were assigned to another Banker (one in the middle as you walk in). We once again explained our frustration and asked for an appointment with the Hatfield Branch Manager just to be told "Sorry the manager is on holiday" she took all my details and would have given it to their "Team Leader" who has not even contacted me once. This is two weeks ago already. Once again Standard Bank does nothing. Thank you for showing your true business ethics. I am busy having talks to take this matter to the ombud, as I have been struggling for almost one year now. And I'm fed up with your incompetency. Like when I've app**** to open my Business Account, Hatfield didn't reply for three days and only when I sent another e-mail explaining there's no need to consider this application anymore hence it's obviously not a priority, and the poor vigilance thereof. They quickly responded and suddenly wanted to assist us!

Yesterday I tried phoning again to make an appointment and the phone was dropped again after holding 15min with my own airtime. Standard Bank Hatfield has given me the worst customer experience I've had my entire life.

I want my accounts sorted out regarding Covid, I want them to stop taking debits where they are not permitted. I want a meeting with the Manager at Hatfield (Probably still on holiday). I would please like to have this matter attended to ASAP. January were moving our Personal & Business Banking Services Else where.

Regards PCJ Sutherland Director, IMPACT ROADSIDE AND RECOVERY PTY LTD