Terrible customer service - Standard Bank unable to update my OTP delivery method

Item: Standard Bank
Rating: 1
Author: Patrick K

Before going overseas I gave notice of the fact that I am going overseas at Castle Walk branch, and arranged for all my OTP methods to be changed from SMS to E-mail. However, once I was in New Zealand, I had numerous issues trying to do banking, and my OTP method has been changed back from E-mail to SMS for some reason. A call to Standard Bank's help desk proved futile, with an extremely rude staff member not wanting to assist me, claiming that I have not made the necessary arrangements, upon which he was unwilling to provide his name to me so that I can complain about the poor service and terrible attitude. He literally put down the phone when I asked for his name. Needless to say that no reference number was provided for the call.

As was my original request in the Castle Walk branch, I need my OTP delivery to by changed from SMS to E-mail for all methods of banking, for all my accounts and cards, business and personal.

My South African mobile phone contract will be expiring soon and permanently, so I need to get this in place urgently.

(I have submitted this entire complaint above via the Standard Bank web site on 2018/02/01, but have received absolutely no response from them in any form.)

Helpful (0)

Replies (3)

Standard Bank's replyOfficial

04 Oct 2018, 10:40

Thank you for posting your comment.

We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency.

We apologize for the inconvenience and undue frustration, this has caused.

We greatly appreciate your continued support

Kind regards

Complaint Resolution Centre
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Standard Bank's reply04 Oct 2018, 10:40

Official

Thank you for posting your comment.

We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency.

We apologize for the inconvenience and undue frustration, this has caused.

We greatly appreciate your continued support

Kind regards

Complaint Resolution Centre
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*** (fax)
***

Standard Bank's replyOfficial

08 Oct 2018, 15:18

Dear Patrick

Thank you once again for posting your comments.

I refer to our email correspondence with each other and can confirm that the matter is being attended to.

Kind regards

Clint Petersen

Complaint Resolution Centre

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Standard Bank's reply08 Oct 2018, 15:18

Official

Dear Patrick

Thank you once again for posting your comments.

I refer to our email correspondence with each other and can confirm that the matter is being attended to.

Kind regards

Clint Petersen

Complaint Resolution Centre

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Patrick K's updateReviewer Update

03 Nov 2018, 05:31

Dear Standard Bank, Thanks for resolving this for me, and a special thanks to Amos Shongwe at Castle Walk who finally managed to get everything set up properly. After some back and forth between several people who tried to fix this, my OTP methods were reset on all of my accounts, and I basically had to define it from scratch upon first login. Glad it is fixed now! A very important note to Standard Bank though. I surely hope someone there calculates the loss in man-hours within Standard Bank due to these kinds of seemingly simple issues. And although you do not suffer the consequences directly, it is impossible to describe the levels of frustration among your customers when you leave them feeling helpless due to your own incompetence. On the one hand you make demands from your customers in managing their accounts (FICA, travel arrangements, etc.), but you fail to provide systems that enable them to do so... and then you punish them for not complying by disabling their account services. It makes no sense, and it is costing everyone a lot of time and money. Sincerely, Patrick

Patrick K's update03 Nov 2018, 05:31

Reviewer Update