Terrible Customer Service

Good Day

Firstly, I would like to express how disappointed and appalled I am at how inefficient the client service is at Standard Bank.

I have made a payment to the credit card department on the 07/08/2019, however I have mistakenly put the incorrect reference, therefore the funds were not allocated/credited to my credit card.

Therefore I called the customer care to explain my situation, and was given an email address to email my proof of payment. I did this, however I received no response. I thereafter called in again and spoke to a Sergio Prince. Fast forward a few weeks later, and still no response after emailing him personally and to ***

I then called in again and spoke to Letitia Rooskrans. She advised me also to email her the proof of address, and she responded to me with a reference no. ***.

fast forward another 2 weeks, and no response after emailing her personally again. I received an sms saying that my query was resolved, however the funds are still not credited.

Phoned in again and spoke to another gentleman, who advised that my query was resolved by stating that I should check with my bank to see if funds were returned to me. Even though, I specifically told the lady, Letitia that the funds were not returned as I work at my bank, HBZ Bank Ltd and the funds were not returned.

I then insisted that I speak to a manager, where i spoke to a man by the name of Kgagiso i think. He assured me that the issue will be resolved by today, and that I will be contacted by Standard bank the same day.

This was false, as the issue is still not resolved and no one has called me now, well over a week.

It has now been almost 2 months, and no one has resolved my query. I feel stuck as every time I call in, I am told to email my proof of payment, yet no one assists or contacts me after.

I am appalled at this type of service as I myself work at a Bank (HBZ Bank Ltd) and we encounter these situations with our clients often, and I personally resolve the same issue for my clients the same day. How is it possible for one of the largest banks in Africa such as Standard, be unable to resolve such a simple matter?

I am lost, and dont know where to turn, and I feel like my money is lost. Which i feel is really ridiculous service from a big company like Standard Bank.

I have been working in the bankig industry for the past 6 years and also have situations like this on a regular basis, but we confront the situation and rectify it as soon as possible within the SLA. And i feel Standard Bank is not keeping up to the SLA.

if this issue is not resolved or i dont receive feed back i will take further steps into this matter such as bringing it to the attention of the media and public awareness and also get the Banking Ombud involved!!