EP
Elizabeth P
1 reviews | Active since Jan 2015
29 Jan 2015, 15:33
Wondering if ***** division call centre was a ****
I had ********** activity on my bank account from Amazon. I found out via sms notification. When I phoned ***** division at Standard Bank I first spoke to Lindiwe who was so unhelpful and unprofessional I thought that this call centre was a ****! After complaining she did as I requested but I got no further insight. I did as I was told, emailed Amazon and my private banker who proceeded to be equally unhelpful. I feel standard Bank, who used to have such an active helpful ***** division couldn't care less! I shall be changing banks.
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Replies (1)
Standard Bank's replyOfficial
03 Feb 2015, 13:26Hello EG Prentice,
I refer to the complaint received regarding call centre agent on the ***** line, as well as poor service when calling your private banker.
Please accept my sincere apologies for the breakdown you have experienced.
As service quality is essential, we are determined to provide the service levels that you are entitled to expect. Clearly our standards do slip from time to time and we rely on feedback from our customers so that we can take corrective action to ensure that incidents of poor service do not recur.
We have escalated this matter to the Manager of Call centre. They have traced the call. I have been assured that the consultant will be addressed regarding contents of call and they will further monitor behaviour to ensure that the Bank's values are upheld at all times. This includes treating a customer with respect at all times.
I have also referred the issue to the suite head for her to investigate matter further.
The payment being queried has since been returned to your account.
We trust that the above clarifies your concerns raised and that business between yourself and the bank is restored.
Kind regards
Penny Rabe
I refer to the complaint received regarding call centre agent on the ***** line, as well as poor service when calling your private banker.
Please accept my sincere apologies for the breakdown you have experienced.
As service quality is essential, we are determined to provide the service levels that you are entitled to expect. Clearly our standards do slip from time to time and we rely on feedback from our customers so that we can take corrective action to ensure that incidents of poor service do not recur.
We have escalated this matter to the Manager of Call centre. They have traced the call. I have been assured that the consultant will be addressed regarding contents of call and they will further monitor behaviour to ensure that the Bank's values are upheld at all times. This includes treating a customer with respect at all times.
I have also referred the issue to the suite head for her to investigate matter further.
The payment being queried has since been returned to your account.
We trust that the above clarifies your concerns raised and that business between yourself and the bank is restored.
Kind regards
Penny Rabe
Standard Bank's reply03 Feb 2015, 13:26
Official
Hello EG Prentice,
I refer to the complaint received regarding call centre agent on the ***** line, as well as poor service when calling your private banker.
Please accept my sincere apologies for the breakdown you have experienced.
As service quality is essential, we are determined to provide the service levels that you are entitled to expect. Clearly our standards do slip from time to time and we rely on feedback from our customers so that we can take corrective action to ensure that incidents of poor service do not recur.
We have escalated this matter to the Manager of Call centre. They have traced the call. I have been assured that the consultant will be addressed regarding contents of call and they will further monitor behaviour to ensure that the Bank's values are upheld at all times. This includes treating a customer with respect at all times.
I have also referred the issue to the suite head for her to investigate matter further.
The payment being queried has since been returned to your account.
We trust that the above clarifies your concerns raised and that business between yourself and the bank is restored.
Kind regards
Penny Rabe
I refer to the complaint received regarding call centre agent on the ***** line, as well as poor service when calling your private banker.
Please accept my sincere apologies for the breakdown you have experienced.
As service quality is essential, we are determined to provide the service levels that you are entitled to expect. Clearly our standards do slip from time to time and we rely on feedback from our customers so that we can take corrective action to ensure that incidents of poor service do not recur.
We have escalated this matter to the Manager of Call centre. They have traced the call. I have been assured that the consultant will be addressed regarding contents of call and they will further monitor behaviour to ensure that the Bank's values are upheld at all times. This includes treating a customer with respect at all times.
I have also referred the issue to the suite head for her to investigate matter further.
The payment being queried has since been returned to your account.
We trust that the above clarifies your concerns raised and that business between yourself and the bank is restored.
Kind regards
Penny Rabe