TORMENT AT THE STANDARD BANK ATM - ROSEBANK

I have had nothing but trouble with the Rosebank Mall Standard bank branch.

This morning at approximately 10:42/3 I went to deposit cash at the ATM (as I do every month) to the amount of R1200.00 The ATM spat out my card and offered no receipt, yet took my cash. There was a security guard watching me deposit at the time I rushed home to contact the call centre and a woman told me that I had to provide an ATM ID before she could help me - I then had to rush back to the Rosebank Mall to try and obtain an ID for said ATM -- there was no security guard in sight (really at this time of silly season?!?!?) and the ATM I had used had a notice stating that it was out of order - NO sign of an ID NUMBER IN SIGHT (SEE ATTACHED PHOTOS)

I could not find any ID # nor was I prepared to stand in a 2 hour long queue, So I took photographs of the ATMS and I returned home I attached an email with photographs of the ALL THE ATMS - I used the first one furthest to the left directly next to the bank

I called the call centre again and another agent told me I had to go once again to the bank and wait in the non-moving queue – the exact same person in front was still there on my second round with an even longer queue following. COVID_19 threatening a second wave…I think not!!

I requested that the agent at the call centre telephone the branch and that way try to access the ID of the ATM - He was obliging and did so but as usual NOBODY ANSWERED THE PHONE (as usual) I held the line for approximately 25 minutes while the agent tried to call the branch but still nobody bothered to answer the phones. WE ARE ALL BUSY AND THIS IS AN URGENT MATTER!! It is impossible to get any assistance at this branch and yes, I am aware of the disaster restrictions (which we all are experiencing) so returning to stand in an hour to two hour queue during this pandemic which is threatening a 2nd wave is unacceptable. This is an ongoing problem. It is so difficult to get assistance there!!!

FNB right next door always has a security guard at the ATM’s and there is always someone who is willing to assist when there is a problem, without delay.

As anyone can imagine this has been a traumatic experience.