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1 reviews | Active since Sept 2016

02 Sept 2016, 12:30

Terribly inefficient enquiries

<p>Waited 30min in the enquiries queue, did not advance a single place. There were only 4 people in front me. Only two out of three consultants were on duty and at one point all the stations were unmanned for some time. One customer used almost 25min of a consultants time. Why don't they do some sort of triage? I'm sure many people have basic 5-10 minute issues or questions, but must wait an age while one customer bottlenecks everything. Why can't more consultants be allocated when queues are long? One must book off an entire morning or afternoon to get the simplest task done. Unacceptable.</p>

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Replies (4)
Standard Bank
Standard Bank's reply02 Sept 2016, 15:53
Official

Good day Tim Richert

Thank you for your posting.

Please note that further details have been requested from you via email in order for us to address your concerns.

We await your response.

Best regards

Complaint Resolution Centre

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********** (fax)

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Standard Bank
Standard Bank's reply05 Sept 2016, 09:41
Official

Good day Tim Richert

Thank you for your posting and allowing us an opportunity to investigate your complaint.

This matter will be allocated to a resolution specialist who will contact you to resolve your complaint.

Kind regards

Complaint Resolution Centre

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********** (fax)

**********

Standard Bank
Standard Bank's reply06 Sept 2016, 13:05
Official

Good day Mr.Richert

Thank you for allowing us an opportunity to address your complaint.

We value your feedback and continuous support.

Kind regards

Complaint Resolution Centre

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********** (fax)

**********
's update06 Sept 2016, 16:36
Reviewer Update

I am well impressed with the response I have had from customer services at Standard Bank following my posting of this issue here on Hello Peter and the SB Facebook page. Olla Letsoalo from the Complaints Resolition Centre was quick to respond over email and excalated the matter to the branch in question. Customer Channels team leader Nazley Kleinsmidt phoned me personally and resolved my issue within an hour of the call. Made my day.