BK
Buyile K
1 reviews | Active since Oct 2021
02 Sept 2022, 13:25
Standard digital/mobile app contact center complaint
I have logged a complaint on the website now I'll be waiting to get a call regard the horrible service I've been receiving since last night till this afternoon.
The mobile app/digital call centre agents are either asleep/impatient or lazy coz they drop calls whilst you explain your query and the call is not billed (not free). I only want to unblock the lock on my mobile app coz I closed it due to ***** suspicions now it's mission impossible to carry out this task. The fact that we wait for more than 30mins on the line it's also outrageous not to mention the contact number provided is for general enquiry but you still have to be forward through to the relevant department and wait again.
I work in this kind of environment and I understand that there will be an influx of calls but what I experienced today is just beyond.
Hope to get feedback soon.
Helpful (0)
Replies (9)0
Replies (9)
Standard Bank's replyOfficial
02 Sept 2022, 13:41Dear Buyile Khulu,
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***
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***
Standard Bank's reply02 Sept 2022, 13:41
Official
Dear Buyile Khulu,
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***
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***
BK
Buyile K's updateReviewer Update
06 Sept 2022, 20:17I'm still waiting for a reply or call back or maybe I don't deserve the best/high level of service from your company. I've been with this bank for more than 10 years and I'd really hate to change to another services provider if this what I'm being subjected to.
P.S don't reply saying you will respond where as you won't. I'm waiting....
P.S don't reply saying you will respond where as you won't. I'm waiting....
BK
Buyile K's update06 Sept 2022, 20:17
Reviewer Update
I'm still waiting for a reply or call back or maybe I don't deserve the best/high level of service from your company. I've been with this bank for more than 10 years and I'd really hate to change to another services provider if this what I'm being subjected to.
P.S don't reply saying you will respond where as you won't. I'm waiting....
P.S don't reply saying you will respond where as you won't. I'm waiting....
Standard Bank's replyOfficial
07 Sept 2022, 08:18Good Morning Buyile
We sincerely apologize for the delay in resolving this matter.
Please be on the lookout for our call.
Our team will be in touch.
Kindest regards, Standard Bank Hello Peter Team***
We sincerely apologize for the delay in resolving this matter.
Please be on the lookout for our call.
Our team will be in touch.
Kindest regards, Standard Bank Hello Peter Team***
Standard Bank's reply07 Sept 2022, 08:18
Official
Good Morning Buyile
We sincerely apologize for the delay in resolving this matter.
Please be on the lookout for our call.
Our team will be in touch.
Kindest regards, Standard Bank Hello Peter Team***
We sincerely apologize for the delay in resolving this matter.
Please be on the lookout for our call.
Our team will be in touch.
Kindest regards, Standard Bank Hello Peter Team***
BK
Buyile K's updateReviewer Update
15 Sept 2022, 10:34Seems like this will be a never ending process to get my mobile app working.
Thank you for calling back but it was a waste of time as I didn't get the assistant I needed. What really bothers me is that I have to go back to the branch and get my email address updated on my profile then I'll be able to access the app but no I was told I have to call back the mobile app department again to active.
This mickey mouse game that I have to endure for the mobile app to work is ridiculous. Why didn't the first agent capture my email address then help me on my phone to access the app instead me going in and out of the branch to load my email address on my profile? What sends me over the edge is that I'm told to call the mobile app contact center to active, what a mission.
I'll be waiting for a call back to get this app activated because the numerous times I called I get cut off or the call is dropped whilst requesting for assistances, not to mention the airtime I have to continuous buy and wait on the line only to get cut off.
Thank you for calling back but it was a waste of time as I didn't get the assistant I needed. What really bothers me is that I have to go back to the branch and get my email address updated on my profile then I'll be able to access the app but no I was told I have to call back the mobile app department again to active.
This mickey mouse game that I have to endure for the mobile app to work is ridiculous. Why didn't the first agent capture my email address then help me on my phone to access the app instead me going in and out of the branch to load my email address on my profile? What sends me over the edge is that I'm told to call the mobile app contact center to active, what a mission.
I'll be waiting for a call back to get this app activated because the numerous times I called I get cut off or the call is dropped whilst requesting for assistances, not to mention the airtime I have to continuous buy and wait on the line only to get cut off.
BK
Buyile K's update15 Sept 2022, 10:34
Reviewer Update
Seems like this will be a never ending process to get my mobile app working.
Thank you for calling back but it was a waste of time as I didn't get the assistant I needed. What really bothers me is that I have to go back to the branch and get my email address updated on my profile then I'll be able to access the app but no I was told I have to call back the mobile app department again to active.
This mickey mouse game that I have to endure for the mobile app to work is ridiculous. Why didn't the first agent capture my email address then help me on my phone to access the app instead me going in and out of the branch to load my email address on my profile? What sends me over the edge is that I'm told to call the mobile app contact center to active, what a mission.
I'll be waiting for a call back to get this app activated because the numerous times I called I get cut off or the call is dropped whilst requesting for assistances, not to mention the airtime I have to continuous buy and wait on the line only to get cut off.
Thank you for calling back but it was a waste of time as I didn't get the assistant I needed. What really bothers me is that I have to go back to the branch and get my email address updated on my profile then I'll be able to access the app but no I was told I have to call back the mobile app department again to active.
This mickey mouse game that I have to endure for the mobile app to work is ridiculous. Why didn't the first agent capture my email address then help me on my phone to access the app instead me going in and out of the branch to load my email address on my profile? What sends me over the edge is that I'm told to call the mobile app contact center to active, what a mission.
I'll be waiting for a call back to get this app activated because the numerous times I called I get cut off or the call is dropped whilst requesting for assistances, not to mention the airtime I have to continuous buy and wait on the line only to get cut off.
Standard Bank's replyOfficial
15 Sept 2022, 10:41Hello Buyile
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
***
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
***
Standard Bank's reply15 Sept 2022, 10:41
Official
Hello Buyile
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
***
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
***
BK
Buyile K's updateReviewer Update
22 Sept 2022, 11:45Still waiting for a call back...
BK
Buyile K's update22 Sept 2022, 11:45
Reviewer Update
Still waiting for a call back...
Standard Bank's replyOfficial
22 Sept 2022, 13:50Good day Buyile,
Thank you for taking our call to resolve this matter, we apologize for the delay in assisting with this complaint.
If you need any further assistance, please don’t hesitate to reach out to us.
Kindest regards, Standard Bank Hello Peter Team***
Thank you for taking our call to resolve this matter, we apologize for the delay in assisting with this complaint.
If you need any further assistance, please don’t hesitate to reach out to us.
Kindest regards, Standard Bank Hello Peter Team***
Standard Bank's reply22 Sept 2022, 13:50
Official
Good day Buyile,
Thank you for taking our call to resolve this matter, we apologize for the delay in assisting with this complaint.
If you need any further assistance, please don’t hesitate to reach out to us.
Kindest regards, Standard Bank Hello Peter Team***
Thank you for taking our call to resolve this matter, we apologize for the delay in assisting with this complaint.
If you need any further assistance, please don’t hesitate to reach out to us.
Kindest regards, Standard Bank Hello Peter Team***
BK
Buyile K's updateReviewer Update
22 Sept 2022, 14:54I would like to express my deepest gratitude to Yolanda Mati for her outstanding services.
Coming back to me and giving me solutions towards getting my Bank app working. This is what I expected on the first call, someone proactive and ready to assist. My issue was resolved coz she refused to give up without helping me. I bet if it was an agent I'd be going back to the branch only to be told to call the mobile app department again.
Thank you very much Yolanda for the service you provided me with and hope your fellow colleagues can follow in you footsteps and prob before referring clients to other departments before check for alternative solutions towards resolving the issue. Your actions today should not only end with me but continue with all the clients you interact with.
Standard needs a lot of Yolandas to remove the bad stigma attached to bad contact center interaction with clients.
Coming back to me and giving me solutions towards getting my Bank app working. This is what I expected on the first call, someone proactive and ready to assist. My issue was resolved coz she refused to give up without helping me. I bet if it was an agent I'd be going back to the branch only to be told to call the mobile app department again.
Thank you very much Yolanda for the service you provided me with and hope your fellow colleagues can follow in you footsteps and prob before referring clients to other departments before check for alternative solutions towards resolving the issue. Your actions today should not only end with me but continue with all the clients you interact with.
Standard needs a lot of Yolandas to remove the bad stigma attached to bad contact center interaction with clients.
BK
Buyile K's update22 Sept 2022, 14:54
Reviewer Update
I would like to express my deepest gratitude to Yolanda Mati for her outstanding services.
Coming back to me and giving me solutions towards getting my Bank app working. This is what I expected on the first call, someone proactive and ready to assist. My issue was resolved coz she refused to give up without helping me. I bet if it was an agent I'd be going back to the branch only to be told to call the mobile app department again.
Thank you very much Yolanda for the service you provided me with and hope your fellow colleagues can follow in you footsteps and prob before referring clients to other departments before check for alternative solutions towards resolving the issue. Your actions today should not only end with me but continue with all the clients you interact with.
Standard needs a lot of Yolandas to remove the bad stigma attached to bad contact center interaction with clients.
Coming back to me and giving me solutions towards getting my Bank app working. This is what I expected on the first call, someone proactive and ready to assist. My issue was resolved coz she refused to give up without helping me. I bet if it was an agent I'd be going back to the branch only to be told to call the mobile app department again.
Thank you very much Yolanda for the service you provided me with and hope your fellow colleagues can follow in you footsteps and prob before referring clients to other departments before check for alternative solutions towards resolving the issue. Your actions today should not only end with me but continue with all the clients you interact with.
Standard needs a lot of Yolandas to remove the bad stigma attached to bad contact center interaction with clients.
Standard Bank's replyOfficial
22 Sept 2022, 15:16Good day Buyile
Thank you for allowing us the opportunity to turn your experience with us into a positive one.
Our team has assured us that the matter is resolved to your satisfaction, we are so glad we could assist.
Should you need any further assistance, we’re always here to help.
Kindest regards
Standard Bank Hello Peter Team
***
Thank you for allowing us the opportunity to turn your experience with us into a positive one.
Our team has assured us that the matter is resolved to your satisfaction, we are so glad we could assist.
Should you need any further assistance, we’re always here to help.
Kindest regards
Standard Bank Hello Peter Team
***
Standard Bank's reply22 Sept 2022, 15:16
Official
Good day Buyile
Thank you for allowing us the opportunity to turn your experience with us into a positive one.
Our team has assured us that the matter is resolved to your satisfaction, we are so glad we could assist.
Should you need any further assistance, we’re always here to help.
Kindest regards
Standard Bank Hello Peter Team
***
Thank you for allowing us the opportunity to turn your experience with us into a positive one.
Our team has assured us that the matter is resolved to your satisfaction, we are so glad we could assist.
Should you need any further assistance, we’re always here to help.
Kindest regards
Standard Bank Hello Peter Team
***