Standard BLANK - It Can Be?

Honestly, I am not even sure why I am raising this matter anymore. The blatant disregard from Standard Bank to even attempt to address the issue of poor service and service failure just shows arrogance and sheer disrespect at this stage.

The issues I wished to report have little barring on my complaint when compared to how my requests for the matter to be raised with a team leader or manager get dismissed with a simple: "My team leader will call you back". Upon requesting an estimated time, the agent I spoke to (Thobeka S.) refused to give a time frame. When I requested a link where I can formally log a complaint, she provided me with an email address: "standardbankcomplaints.co.za". Upon pointing out that that was in fact a domain and not an email address, she rudely dismissed me and placed the call on hold. At the time of typing this call, I have been on hold for 68minutes (I am refusing to drop this call and will hold on until my line gets transferred, Thobeka drops the call, or my call be put through to rate the service).

1) First incident - 25 August 2021 (ref-08:38 25Aug.2021) - Call made to dispute a transaction/bogus bank fees off my account. - Gugu, the agent I spoke with informed me that she had system issues and will refer the matter to her Team Leader who will contact me. - No Call receveid to date.

2) 13 September 2021 - Time: 16h43 - Experienced difficulty with my mobile app and was unable to log in. - Agent I spoke with managed to assist me while on my way home from work. Gave said agent a 10/10 rating and indicated that I am highly likely to recommend Standard Bank to my friends and family. (Oh how the tides change in the blink of an eye...)

3) 13 September 2021 - Time 17h03 - Called in again after realizing that my bank accounts were not pulling through to my profile. - Agent was reluctant to assist, failed to get any of my personal details to a) identify me, b) investigate what the issue may be, c) hear me out when I voiced my complaint. - Upon requesting the name of the previous agent I spoke to, the current agent informed me that he is unable to get that information from the system. When I inquired as to how this is possible, the agent placed my call on hold for 12-minutes. During this time, I routinely pointed out that I will hold the line until he allows me to rate the service. Eventually, the call was redirected to the switchboard and I hung up.

13 September 2021 - 17h17 - Called in again and spoke to Thobeka Sibeko - Explained that I am still experiencing issues with my mobile app. - Agent informed me that I need to visit a branch. To which i said that I understand. - Requested assistance with getting the name of the previous agent I spoke with, She informed me that she cannot check. When pressed on why not, she explained that the system does not allow her to. I then requested a copy of the call recording and what the process would be to log a complaint. - Thobeka took my personal details and informed me that she will log a request for a team leader to contact me. I asked if I can be put through to team leaders, she informed me that this was not possible on her system. - When asked what the standard turnaround time would be for the team leader to get back to me, Thobeka pointed out that there is no standard turnaround time and that a team leader will contact me when they can. I found this odd and requested an estimated time explaining that I have previously been informed that a team leader would contact me and have still not received a call, three weeks later; - to which Thobeka sarcastically responded: "obviously still this week" - When I enquired on alternative platforms that I can use to log a complaint, Thobeka gave me the "email address" standardbankcomplaints.co.za as official comms to where I need to send the mail. - When pointing out that this is in fact a domain/website link she became arrogant and rude. Eventually placing me on hold and muting the phone. At the time of writing this, I was placed on hold for 71 minutes and the call was dropped upon my battery eventually dying.

Conclusion The manner in which these three different agents have responded to me as a client is shockingly disrespectful and disappointing; showing little regard for your customers and your organization. The sheer arrogance with which each has casually placed the calls on hold highlights a culture of cutting corners and 'wearing clients down' when failing to resolve client complaints. This further highlights poor management in this regard. The fact that it has happened on three occasions and has not once been picked up. This leads me to believe that it is most probably happening to other clients with little to no action being taken against said employees. Placing a client on hold for more than 60 minutes has good to be the highlight of service failure. I am curious as to how this matter will be addressed by Standard Bank.

13 September 2021 - - Posted a response on Hello Peter. (https://www.hellopeter.com/standard-bank/reviews/bankable-standard-of-poor-service-***) - 1 Generic reply was received, 6.5 hours after posting a review. - 3 Follow-ups on Hello Peter, 2 emails to ***, and various chats with Standard bank Messenger App have all yielded no response or action from Standard Bank.

Proposed Resolution I am awaiting feedback from the relevant departments within Standard Bank as I want this matter investigated, and expect detailed feedback on each of the incidents highlighted above. I further require clear feedback as to how these matters will be addressed and what the outcome of discussions with the implicated employees are.

Your tagline states... It Can Be. - Surely this is not the standard your bank aims to set and advocate.