1 reviews | Active since Oct 2011
Why so slack?
On 11 August—that’s almost two weeks ago—I went to the Fourways Crossing Standard Bank (SB) branch to sort out two problems: (1) Order a new UCount card because the old one had expired, and (2) Complete the in-branch “Link & Secure Profile” (DigiMe) process for the Banking App because the do-it-at-home process kept failing with the message, “We could not confirm your identity.”
The service consultant informed that according to SB’s system, I wasn’t registered to use the Banking App, which is very strange in view of the fact that I have been using the App for about a year already. The consultant was therefore unable to complete the in-branch DigiMe process, and logged an issue—Reference No. ***—in order to address the problem.
Regarding the UCount card, he took my contact details and assured me that he would alert me once the card was ready for collection at the branch.
Neither of the two matters has been sorted out, despite me requesting a progress update privately a few days ago. To its shame it seems then that SB will only act on matters that are raised publicly!
So, I want to know three things: (1) What is being done to address the Banking App’s DigiMe issue? (2) When can I expect this issue to be resolved? (3) When can I collect my UCount card from the Fourways Crossing branch?
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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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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And why does Standard Bank think that an automated formulaic response is an acceptable way to address legitimate concerns?
And why does Standard Bank think that an automated formulaic response is an acceptable way to address legitimate concerns?
Thank you for allowing us the opportunity to look into your matter.
We confirm that the matter was dealt and resolved.
Kind regards
Complaint Resolution Centre
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Thank you for allowing us the opportunity to look into your matter.
We confirm that the matter was dealt and resolved.
Kind regards
Complaint Resolution Centre
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