Hellopeter
Share Your Experience
WP
Willie P

1 reviews | Active since Jul 2019

12 Jun 2024, 08:34

Unacceptable deductions from Standard Bank.

I procured a Samsung Phone and Tablet in November 2023 on the Standard Bank / Samsung promotional offer. This offer was to procure the device on your Standard Bank credit card and pay it off over 24 months at 0% interest. At first Standard Bank charged me interest that they were not supposed to charge me. After many phone calls into the Standard Bank Contact Centre, with call reference numbers for every time that I called, they finally stopped charging me interest. On the 10th of May 2024 they charged me a monthly fee for “Begrotings Finansieringskoste” of R142,85. Every month I have to call into the Standard Bank Contact Centre to explain to a Consultant that I have been incorrectly charged for the financing costs. The Consultant confirmed that they charged me incorrectly and then logs another call to the Back Office and after a while they credit the charges. I have also informed the Prestige Banker who confirmed that the amount must be reversed and she logged another service request *** to get this resolved. But it seems as if this request was not resolved as the amount of R142.85 was not reversed and on the 10th of June another amount of R171.24 was deducted. This is now really becoming an inconvenience and is unacceptable because I have to call at my cost to explain to Standard Bank to correct the errors that they have made. Can this complain please receive the urgent attention it requires from Standard Bank.

0
Replies (10)
Standard Bank
Standard Bank's reply12 Jun 2024, 08:48
Official
Good day Willie  

Thank you for contacting us for assistance. 

We try very hard to make every customer’s experience enjoyable, and we really regret not being able to meet your expectations this time. 

We will do our best to resolve this issue as soon as possible and find a solution that works for you. 

Our team will contact you to assist you. 

Kindest regards 
Standard Bank Hello Peter Team 
***
WP
Willie P's update20 Jun 2024, 11:53
Reviewer Update
This complaint is still ongoing and dealing with Standard Bank complaints is really frustrating. I was informed by the Prestige Banking department that I will be updated daily. To date I have to contact Standard Bank for an update just to hear that it will be followed up with the complaints department and that they will get back to me. I will wait until the end of this week to have this resolved and if not resolved then I will lodge a fromal complaint with the Banking Ombudsman.
Standard Bank
Standard Bank's reply20 Jun 2024, 12:36
Official
Dear Willie

Thank you for reaching out to us.

Please note that we have followed up with our team.

We will be in touch with further feedback.

Kindest regards 
Standard Bank Hello Peter Team 
***

WP
Willie P's update22 Jun 2024, 14:02
Reviewer Update
Thank you to the Prestige Bank Manager Lay*** who assisted me to get this issue resolved. The error was acknowleged and the transactions reversed. I will keep on monitoring to see if I am going to be charged for finance charges again next month. I honestly hope that this issue is now permanently resolved.
Standard Bank
Standard Bank's reply22 Jun 2024, 15:26
Official
Hi Willie

Thank you so much for your rating and your kind words. We have sent your compliment to the relevant department so they can celebrate their win. We appreciate you taking the time to share your excellent experience with us.  Kindest regards, Standard Bank Hello Peter Team*** 
WP
Willie P's update11 Jul 2024, 09:02
Reviewer Update
And this month we are back to a “Begrotings Finansieringskoste” being debited against my account. This have now been ongoing for months and I am no longer going to accept this poor service from Standard Bank and I will now register a complaint with the FAIS Ombudsman.
Standard Bank
Standard Bank's reply11 Jul 2024, 09:44
Official
Good day Willie

This is not the level of service we strive for. 

We understand your frustration and are here to help. 

We can assure you that your matter is now in the right hands. 

Our team will be in touch. 

Kindest regards
Standard Bank Hello Peter Team 
***
WP
Willie P's update11 Aug 2024, 20:21
Reviewer Update
Well clearly Standard Banks response on the 11th of July 2024 stating that my matter is now in the right hands was a joke. Again on 10 August 2024 Standard Bank debited the "Begrotings Finansieringskoste" against my account. This after they credit me in July and informed me that they have logged a request with their IT and that the issue was now resolved. Well clearly this is not the case. I have no more trust in Standard Bank as a Financial Services organisation that I can trust with my finances.


WP
Willie P's update12 Nov 2024, 13:14
Reviewer Update
And again this month I am being charged incorrectly.
This is now ongoing for a year and I have reached the end of my patience with Standard Bank.
I am mailing the Provincial Prestige Banking Manager for the Western Cape as well as the Complaints Resolution Centre again this month. I have now included the Standard Bank CEO on copy to my email.
Let see if Standard Bank can now resolve this issue for the last time.
WP
Willie P's update11 Dec 2024, 14:57
Reviewer Update
And again this month I am being charged incorrectly, even after confirmation from Standard Bank that the issue was resolved last month. This is now ongoing for more than a year. I am just going to mail them again with their CEO on copy and see what next empty promise they are going to provide me. I have no more trust in Standard Bank and looking at other Customer's complaints I realise that I am not the only person receiving this poor service from an organisation that is supposed to be one of the leading banks in South Africa. I can only imagine how many other Customers are being incorrectly charged but that they dont realise it becasue they are not monitoring their monthly statements. Come on Standard Bank, I have been your Customer for many years, please start treating me with some respect and resolve this long outstanding issue.