Standard Bank - the epitome of deplorable customer service due to staff negligence and/or incompetence.

I have been banking with Standard Bank since 2007 and have not experienced any problems until 2 years ago since upgrading to Prestige. The most recent complaints are ones I felt are not getting through to those in question and are similarly revealing incompetences of certain employees.

In October 2017 I logged a claim for my vehicle. This process was one of the most tedious given the fact that I had previously undergone the process. The claim was logged in the first week of October and was approved around mid November. I complained about the delay, in writing, to the head of insurance of which I received a call from another employe on behalf of the head. She gave the assurance this claim will be dealt with immediately and an employee had then been assigned to the case. After complaining about no feedback provided timeously throughout the process and going back and fourth, Standard Bank then decided to reduce my excess to 50% to compensate for the inconvenience caused. Upon inspection of the vehicle before taking receipt of it at the panelbeaters, I noticed the rear right reveal mounding was not replaced as Standard Bank did not authorize it. It was raised with them in December of which promises were made to attend to it and up until today, no response.

19 January 2018 I made a simple enquiry to my banker requesting a contract together with it’s voice recording to prove this account is indeed mine as no contract was formally signed. All communication was responded to by the support banker except this particular email. That very email was resent to both the support and prestige banker of which I received a response that the request had been done “but these things take time”. According to NCA regulations all documentation should be maintained 5 years after the last payment had been made. It furthermore states that if at any point those documents are requested, it should be provided within 7 business days. Since the day of receipt, neither the support nor the banker provided feedback until I resent the email requesting feedback. After quoting the above NCA regulations my banker saw it fit to intervene and apologized for the delay and that the matter had been escalated to the relevant department and that they will try to retrieve it ASAP. Ten business days later and still the request had not been honoured within the timeframe stipulated by NCA. It is for this very reason I decided to shift my business elsewhere.

Standard Bank - the epitome of deplorable customer service due to staff negligence and/or incompetence.