Worst Customer Service Experience

I purchased electricity this morning for R65 after we ran out overnight and urgently needed power.

I acknowledge that I did not correct the phone number on the request — that was my oversight. However, I have always been able to retrieve the meter number directly from the app if needed. Unfortunately, the purchase history tab is no longer visible on my app, and I was unable to access the number.

I contacted customer care for assistance.

First call: I was advised that they could not assist because the MyMo account is in my mother’s name, despite the fact that I have full signing power and use my own bank card. I was told her full ID number was required. The agent directed me to where the icon should be on the app, but it was still not visible. I was informed there was no alternative solution without her ID number.

Second call: After providing my ID and was successfully authenticating via my banking app and provided my mother's ID number, I was told assistance could not be provided because the last four digits of my bank card allegedly did not correspond — despite the card being in my hand and the details being correct. I was then instructed to go into a branch.

When I asked to speak to a supervisor, the response was simply, “I don’t know, I will see if there is anyone available.”

This level of service is extremely disappointing.

The electricity token can only be used for the specific meter it was purchased for. I have completed similar requests before without any issue, so it should be visible on your system. I was fully authenticated and provided all required information, yet I am still unable to receive R65 worth of electricity, which is, face it, approximately nine units, not a great amount, but which I urgently needed.

In the process, I have already spent R80 on airtime and am now being told to visit a branch that is not nearby.

This is not a case involving ***** or access to funds. It is a small electricity purchase, and the handling of this matter is unreasonable and inefficient.

Standard Bank’s service in this instance has gone from bad to worse. I request that this matter be escalated immediately and resolved as a priority, not a - “I don’t know, I will see if there is anyone available.”