Standard Bank - Terrible Customer Service

Standard bank has one of the worst customer service.

On Monday, 4th January, the banking app randomly decided to change the sign in method and required the card be added again. This resulted in several failed attempts which reported an error code 1003. I then attempted it on the online platform several times, this resulted in the same error. I had then called the customer service line and after 20-25 minutes of troubleshooting I was told that the issue had been escalated and that I should try again later that evening and the next morning. No reference number was sent.

I visited the Pinelands branch the next morning (Tuesday, 5 January) to follow up and was immediately put onto the phone to again call the customer service, before the consultant left me the phone indicated that there had been some technical difficulties. The banking consultant put the phone done and advised patience with the matter. By the evening, a few other standard bank users had been able to access their app and online banking services.

On Wednesday, 6 January, I called the customer service line again and was on the phone for another 15-20 minutes troubleshooting before the consultant dropped the call.

On Thursday, 7th January, I went back to the Pinelands branch to get assistance with the banking app and online banking difficulties. At this point I had attempted the sign in 10-20 times since the 4th and had run through all of the troubleshooting methods several times. The same consultant from Tuesday again put me on the phone to the customer service centre. After 17 minutes, she 'put me on hold to check my profile' , and at 26 minutes I suddenly heard a dialing tone. I had asked one or the consultants to get a manager and had told her about the phone consultant putting me on hold for over 10 minutes and was told to be patient. Eventually after 40 minutes of being on the phone with no assistance, I insisted on speaking to a manager and was eventually with a helpful consultant who handled the online service and had the enquiry escalated with a reference. I was told that I am still able to make the payments at an ATM.

Tuesday, 12th January, as I attempted to make the urgent payment my card was swallowed at the ATM. When it was returned, I was told that my card has been blocked. The reason is still unknown and I am still unable to access my banking app or online banking to make the payment. I still await feedback from my case and am unable to make my urgent payment as it is going to an overseas account.