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Ian R

1 reviews | Active since Nov 2010

06 Sept 2022, 06:34

Standard Bank support sucks

I have tried to get assistance in creating a virtual credit card with absolutely no success. It should be as simple as this:

How to create a pre-paid Virtual Card on your Banking App:

Sign into your Banking App Tap on Manage at the bottom of your screen Select Cards and tap on the Virtual cards icon Tap on Add Card at the top of the screen Follow the easy steps to finalise and top-up your new prepaid card How to create a Virtual Credit Card on your Banking App:

Sign into your Banking App Tap on Manage at the bottom of your screen Select Cards and tap on the Virtual credit cards icon Tap on Add Card at the top of the screen Follow the easy steps to finalise and top-up your new Virtual Credit Card.

But nobody seems to know how to do this as only the first option appears on my profile. So their advice - set up the first option and add cash to your card and then use it as a credit card. Which part of CREDIT is not understood?

0
Replies (11)
Standard Bank
Standard Bank's reply06 Sept 2022, 07:45
Official
Good Morning Ian 

Thank you for raising your concerns with us. 

We have escalated your matter and we can assure you that the relevant team has your query in hand and has prioritized a resolution for you. 

Our team will be in touch with further feedback. 

Kind regards 
Standard Bank Help Centre 
***
IR
Ian R's update08 Sept 2022, 07:17
Reviewer Update
Standard Bank was quick to auto respond, but has done nothing to resolve the query - not even a follow-up call. Seems they do not know how to allow users to create virtual credit cards!
Standard Bank
Standard Bank's reply08 Sept 2022, 08:14
Official
Good Morning Ian 

Our team tried calling you just now however could not reach you.

Please confirm a convenient time we may contact you.

Have a great day further.

Kind regards 
Standard Bank Help Centre 
***
 





IR
Ian R's update08 Sept 2022, 11:17
Reviewer Update
I tried returning call to no effect as none of the numbers work or people are not available. Please call me between 12h00 - 13h00
Standard Bank
Standard Bank's reply08 Sept 2022, 11:26
Official
Good Day 

We will request our team to look into this matter and revert to you.

Kind regards 

Standard Bank Help Centre 
***
IR
Ian R's update08 Sept 2022, 14:19
Reviewer Update
So now we are 1 out of 5 for calling this morning, 0 out of 5 for leaving a number that is not responded to and 0 out of 5 for not leaving an email for a person who actually has the ability to address the problem. 0 out of 5 for not calling between 12h00 and 13h00 as requested.
Standard Bank
Standard Bank's reply08 Sept 2022, 16:25
Official
Hi Lan

Thank you for alerting us to this. We have escalated the matter to the relevant team so that we can ensure a speedy resolution. 

Please be on the look out for a call from our team. 

Kindest regards, Standard Bank Hello Peter Team*** 
IR
Ian R's update12 Sept 2022, 13:56
Reviewer Update
Now that it is escalated we can all get back to doing nothing. I was asked to once again define my problem and that was 3 days ago
Standard Bank
Standard Bank's reply12 Sept 2022, 14:25
Official
Hello 

This is not the level of service we strive for. 

We understand your frustration and would like to help. 

We can assure you that your matter is now in the right hands. 

We would like to get you sorted as soon as possible. 

Kind regards 
Standard Bank Help Centre 
***
IR
Ian R's update20 Sept 2022, 22:13
Reviewer Update
So it is now 2 weeks later and all that Standard Bank has been able to do is to advise that
"Just a quick update, we’re still waiting for our Virtual card team to confirm the info below." (that they advertise a virtual credit card which does not exists).

This clearly is a perfect example of a bank advertising a product that they do not have and are not willing to admit their mistake. I guess it is time to report the matter to the Advertising Standards Authority
Standard Bank
Standard Bank's reply21 Sept 2022, 08:03
Official
Good Morning Ian 

We sincerely apologize for the delay in resolving your complaint.

Our team has responded via email with the final outcome of this matter.

We trust this resolves your immediate concerns.

Kind regards 
Standard Bank Help Centre 
***