Standardbank *****?

Up to date no reversal?

20 Jun 2023, 14:54

Hi Wayne

Thank you for getting back to us.

Please note that the due date is today for the reversal.

Kindest regards,

Standard Bank Hello Peter Team

***********

?????

Yet still no reversal? *********** as usual! That is why I am closing this account!

Can you please explain why this matter has still not been resolved? You are quick to take money from your clients, but slow to return??? Since you cannot tell me why or how this money was deducted, has this matter been reported to ***** department as possible internal *****?

Why has this still not been resolved??????????????????

Not surprising that this matter has still not been sorted out. And this morning my mom has exactly the same issue. Amounts for "cash withdrawal correction" when she has not even been near an ATM??? This matter has now dragged on long enough! I will be taking matters futher. It is clear that this bank and it's *********** staff do not know what they are doing.

How lomg is this still going to take???? I have still not had any response or anyone explaining why these transactions were debited. You are quick to ***** money from your clients, but dragging on the investigation? This is disgusting and disgraceful. Pathetic client service!!!!!

I am yet to receive feedback for my previous query, now tried to withdraw R500, but due to technical issues it was withdrawn and replaced, but was still charged R8 withdrawal fee???? You are now *****ing without even caring about what your clients think!!!!

Same lame excuse and response as all the others for the last month. Do you not have a senior I can contact? But as usual no senior manager would want to deal with this either. No one seems to know what the hell they are doing.

To date there has been no resolution or feedback with regards to the above query. This is definitely the worst bank with the most pathetic service by far.

This is the same excuse you people have used for a long time. Get someone who can actually do the work and give the service your clients deserve!!!

And yet still no contact from your team 😡😡

This is Bull****......this has been going on since March??????? What are you people doing all day. It seems that the more people complain, the longer you take to spite them. Pathetic.

And yet still no response from your time!!!!

Still awaiting response?????

Why am I not surprised that yet another week has gone by without any response or contact from your side?????????? But when you want money, you keep contact me for a funeral plan and sending emails to fica my account (which was done by the way) and I am NOT doing it again. If you want you can close this ****ty account as you are a *****ulent institution!!!!! Your *********** staff should all be fired!

It is disgusting how long it taking to sort out a minor query that has been dragging on from March last year.

Your service is appalling and pathetic. I have had no feed feedback or callback regarding the above?????? You should all be fired for incompetence!

Yet another month without any correspondence from Standardbank. Can you provide me with the details of your Ombudsman. I don't want to hear that someone will contact you soon. Just the details pls.

I don't want to hear that I want the details of your Ombudsman

Even you Customer Service Resolution Team is useless....email dated 28 Feb...

Thank you for taking the time to contact us and raise your concerns.

At Standard Bank we are committed to always delivering great service.

We have received your complaint and would like to inform you that the reference number is: ***6 We would like to reassure you that we are attending to your complaint and one of our specialists will contact you within the next 24 business hours to advise you of the next steps.

We are happy to be of service to you and thank you once again for allowing us the opportunity to resolve your concern.

Kind Regards

SA Customer Resolution Center Team

No responce or callback as expected

I had received an email yesterday to state that the query had been resolved? What exactly had heen done? No credit was passed to my account???



Dear Wayne Coetzee,
We are happy to inform you that we have resolved the cause for your complaint with reference number ***6 We once again apologise for the inconvenience caused to you as a result of our initial failure to meet your expectations.
At Standard Bank, we appreciate that you have reached out to us, as it enables us to continue to improve our service to you as our valued customer.
Please do not hesitate to reach out to us if you have any further questions. We will be happy to assist in any way.
Kind Regards
| Sandisiwe Myoli


E-mail address ***

🙄

I have received yet another email to state that the query had been closed????? What had been done?????

Dear Wayne Coetzee,

Thank you for reaching out to us and giving us an opportunity to resolve your complaint.We would like to confirm that your complaint, with reference number ***6 submitted to Standard Bank on 2024/02/28, is now closed.We strive to be consistent and improve your experience with us, and therefore value your feedback. Please click HERE to rate your experience with our team who handled your complaint.

Kind Regards,

SA Customer Resolution Centre - General

Acknowledgment of your complaint: ***6

I am still waiting on an answe as yo what had been resolved????? As per attached email....


Dear Wayne Coetzee,

Thank you for reaching out to us and giving us an opportunity to resolve your complaint.We would like to confirm that your complaint, with reference number **********6 submitted to Standard Bank on 2024/02/28, is now closed.We strive to be consistent and improve your experience with us, and therefore value your feedback. Please click HERE to rate your experience with our team who handled your complaint.

I've been hearing this for the past year?????? Not one single call, what is wrong with your staff??????? All your departments seem ***********!!

I was finally contacted regarding this query and advised that this will be resolved once the statements were drawn as it is already a year old!

Then received this message....again with no explanation as to what had been done!!!!!

Standard Bank: Service request no. ***, has been resolved. Queries: ***.

Again as per the above reference number received April 8th....i was called and told thay this reference number was not to advise that the query had been resolved, but that my query is with the it helpdesk in order to do a refund which would have happened the Friday following the 8th of April???? It is again month end and no refund or feedback???????

Once again things are stretching for year two of this query wich should have been resolved 2 weeks ago. How long does it take for ithelpdesk to do a refund??? Or is your staff just being spiteful because of my complaints about your incompetence?

Same automatic response for the last year

This was your reply via Facebook on the 8th of May and yet another month had passed??????????


Good day Mr. Coetzee. The delay was caused by the date of the charges. The matter had to be referred to out I.T helpdesk as opposed to following the usual process. Our team has been attending to the matter and almost completed with the task. We apologize once again for the delay.

What is the delay or will it be yet another year????

This is the message received from your client services on Facebook...

Good day Mr. Coetzee. Thank you for contacting the bank. The response from our I.T. Helpdesk is that the debits were a correction of cash withdrawal fees. The matter was picked up by the bank and corrected on affected accounts. Apologies for taking this long to communicate the response.

There were no corrections on my account whatsoever !!!!!! You are now thumb sucking. I want proof of these corrections. My mom had the same on her account and also no corrections??!! You are a bunch of *******, *****sters and now ****s aswell!!!!!

I now have my statements as proof and will be taking this matter up with FSCA.

As per your Facebook reply: "You are within your rights to report the matter should you be unsatisfied with the outcome"

Just goes to show what you think of your clients !!!

It has been 6 months and the "automatic atm withdrawal fee" matter is still ongoing with no results whatsoever. I decided to let the query go as the lack of service is appalling, But it seems that Standard Bank's service or the lack thereof getting worse by the day?????

On 29 Dec I had reported a ***** case and they had advised me that the other person's account had been frozen and asked me to send through all the necessary documentation (which I did) and then received the below responses. In the meantime the other person involved had been harassing me as to why his account was stopped to the point the point that I had to block him from contacting me.

I have since tried to contact ***** follow up department, but to no avail.

Holding on for 30 minutes at a time and even trying through the banking app which tells you that you are number 6 in the cue and goes no further. Today Bafana from the social media department phoned me and as soon as we get through to Claudette the call cuts......why is there no propper follow up???? If the person involved had his account blocked, why are they not extracting the money from that account as he seemed furious that he was unable to access it????
As per the last email below, if ABSA's ***** department does not communicate with you or reply to your inquiries, why do you not follow up with a senior?????? Surely there must be someone you can communicate with regading this matter. There is absolutely no excuse for bad service and that for a ***** department???????

I would like someone at ***** to call me and give me a time frame of when I can expect an outcome.

21 Dec 2024

We have since forwarded the documents to ABSA to investigate the accounts in question. Once ABSA have finalised the investigation on their side, they will notify Standard Bank of the outcome of the funds that were paid over to ABSA - and if any available funds can be claimed.

Once we received confirmation of available funds (to be claimed), SBSA will issue an indemnity to the agent bank (ABSA) to release recovered funds - this has to be paid back to the account where funds originated from.

Regards,

Mbonani Thocha

2 Jan 2025

Good day Mr Wayne Coetzee,

Trust you are well.

The matter being followed with ABSA, and we are awaiting feedback however, they still haven`t responded to us. We have sent through multiple communication to them since the case started, for them to give us an outcome and they haven’t yet given us an outcome. One reason why this may be taking long to conclude is because they may be chasing the funds from different agent banks.

I understand what you are going through, and I am just as frustrated as you are that this matter has dragged on for so long. We value you as a customer and we are doing everything in our power to resolve this matter with Capitec.

Regards,

Mbonani Thocha

Please see the emails from ABSA below as well as my response..

Dear Wayne Coetzee,

Thank you for bringing your concern to Absa Bank and allowing me to investigate and resolve your complaint.

For any future correspondence regarding your complaint, please quote the following complaint reference number C-***9.

Our complaints handling procedure is included below for you.

I apologise for any inconvenience this may have caused you and assure you that we will provide you with the highest-quality service at every step of the way.

If you would like to contact me, please feel free to reach out to me using the details below.

Kind regards,

Customer value management

T +11 ***

E ***ca

Absa, Towers West, 15 Troye Street, Marshalltown, Johannesburg, 2000, South Africa

Written by: Wayne C | 10 January 2025 at 11:52am

On the 21 Dec I had opened a ***** case against one of your clients and immediately his bank account as well as mine was stopped. I had forwarded all the necessary documentation to Standard Bank's ***** department who in turn forwarded all to you. According to Standard Bank, Absa had not been replying to any of their emails regarding this matter and had only received a reply today that they are investigating the matter????????? Why is this taking so long. What are you investing that is taking weeks on end?????? See my complaint to Standard Bank below.... Your service seems to be worse than theirs!!!!! On 29 Dec I had reported a ***** case and they had advised me that the other person's account had been frozen and asked me to send through all the necessary documentation (which I did) and then received the below responses. In the meantime the other person involved had been harassing me as to why his account was stopped to the point the point that I had to block him from contacting me. I have since tried to contact Standard Bank's follow up department, but to no avail. Holding on for 30 minutes at a time and even trying through the banking app which tells you that you are number 6 in the cue and goes no further. Today Bafana from the social media department phoned me and as soon as we get through to Claudette the call cuts......why is there no propper follow up???? If the person involved had his account blocked, why are they not extracting the money from that account as he seemed furious that he was unable to access it???? As per the last email below, if ABSA's ***** department does not communicate with you or reply to your inquiries, why do you not follow up with a senior?????? Surely there must be someone you can communicate with regading this matter. There is absolutely no excuse for bad service and that for a ***** department??????? I would like someone at ***** to call me and give me a time frame of when I can expect an outcome. 21 Dec 2024 We have since forwarded the documents to ABSA to investigate the accounts in question. Once ABSA have finalised the investigation on their side, they will notify Standard Bank of the outcome of the funds that were paid over to ABSA - and if any available funds can be claimed. Once we received confirmation of available funds (to be claimed), SBSA will issue an indemnity to the agent bank (ABSA) to release recovered funds - this has to be paid back to the account where funds originated from. Regards, Mbonani Thocha 2 Jan 2025 Good day Mr Wayne Coetzee, Trust you are well. The matter being followed with ABSA, and we are awaiting feedback however, they still haven`t responded to us. We have sent through multiple communication to them since the case started, for them to give us an outcome and they haven’t yet given us an outcome. One reason why this may be taking long to conclude is because they may be chasing the funds from different agent banks. I understand what you are going through, and I am just as frustrated as you are that this matter has dragged on for so long. We value you as a customer and we are doing everything in our power to resolve this matter with Capitec. Regards,

Wayne Coetzee

***

***

Organic

Not provided.

Dear Wayne Coetzee,

We value your concerns and request that you provide us with the details of the *****. Briefly tell us how the ***** occurred.

What is the ***** reference number?

Looking forward to hearing from you soon.

Show quoted text

Show quoted text

Thank you for your response, however I do feel that this matter should have been resolved already? This was on 20 December and all relevant documents were sent the day after.This gentleman was very upset that his account had been stopped (as he wanted to refund me after he was made aware that it had been handed over to ***** department (meaning that there was money in his account and it should have been reversed to my account already?)I simply cannot understand the delay in the process.

Dear Wayne Coetzee,

We value your concerns and request that you provide us with the details of the *****. Briefly tell us how the ***** occurred.

What is the ***** reference number?

Looking forward to hearing from you soon.

Kind regards,

Customer value management

T +11 ***

E ***ca

Absa, Towers West, 15 Troye Street, Marshalltown, Johannesburg, 2000, South Africa

From: Wayne Coetzee <***>
Sent: Friday, 10 January 2025 17:44
To: Basani Hlungwane (ZA) <***ca>
Subject: Re: C-***9 Hellopeter Wayne Coetzee Exceptionally Bad Service ref:!00D1r01GluM.!500J80BNhTV:ref

| External Message - Be cautious. If suspicious click the "Report Phishing" button.

---------- Forwarded message ----------
From: "Basani Hlungwane (ZA)" <***ca>
To: "***" <***>
Cc: "gcc socialmedia (***)" <***>
Bcc:
Date: Fri, 10 Jan 2025 13:17:42 +0000
Subject: C-***9 Hellopeter Wayne Coetzee Exceptionally Bad Service ref:!00D1r01GluM.!500J80BNhTV:ref

Dear Wayne Coetzee,

We value your concerns and request that you provide us with the details of the *****. Briefly tell us how the ***** occurred.

What is the ***** reference number?

Looking forward to hearing from you soon.

Kind regards,

Customer value management

T +11 ***

E ***ca

Absa, Towers West, 15 Troye Street, Marshalltown, Johannesburg, 2000, South Africa

From: Basani Hlungwane (ZA)

Sent: Friday, 10 January 2025 15:15
To: ***
Cc: gcc socialmedia (***) <***>
Subject: C-***9 Hellopeter Wayne Coetzee Exceptionally Bad Service ref:!00D1r01GluM.!500J80BNhTV:ref

Dear Wayne Coetzee,

***** Case ***

Can you please explain why you are asking me there questions after you had given me the reference number???? Does ABSA not Communicate with Standard Bank????????

What has happened to the above case I had opened and the documentation/ affidavit that was sent through to Standard Bank on 21 December 2024????

I am now tired of explaining myself over and over again. This matter has taken way too long to resolve.

I would like a Snr from ABSA and Standard Bank ***** department to contact me regarding this case. I will be sending all info FCSA and will take this matter to social media.

Please see the below message by ABSA...

Dear Wayne,

Regarding the below, please be advised that Absa ***** will liaise with your bank as soon as the file is completed. Please communicate with your bank for feedback.

Feel free to let us know if there is anything you would like us to assist you with. Our office will proceed to close the case if we do not hear from you by 20/01/2025. If you are dissatisfied with the outcome and need more help, please let us know, and we will reopen the case for further review.

Once again, we extend our unconditional apology for any inconvenience this may have caused.

Kind regards,

I had received an email dated 20 Jan 2025 from your faud department stating that this was not the banks fault and that ABSA has managed to recover only R390 ???? from the other persons account and that it will be paid into my account within 15 days of the email.

Well it had now been more than 15 days and yet again your slack service is proof that your bank has the worst client service. Nothing has been paid into my account as yet??????? Where are the people managing the so called customer service agents handling our cases??????? This will also be forwarded to FSCA and banking Ombudsman of SA!

It has now been 18 days and still no payment nor update or acknowledgement from ***** department?????? I would like to speak to a manager in *****!