Worst customer service for instant money department, Rude agents taking it from their rude and arrogant Team leader Tshepo Mogale who desperately needs training as a leaders, He is leading the team down the drain. No sense of urgency, nonchalant and plac

I wrote the below email to the CEO but still no acknowledgment of my email or whatsoever. This has to the be worst service ever!! you warn us about ****s yet you are the ones ****ming people

Dear Mr Tshabala

I am writing to formally lodge a complaint regarding the unacceptable service I have received from your Instant Money Client Care team,(service consultants & Team leader Tshepo Mogale) as well as the unresolved issue concerning funds that were short-paid during an ATM withdrawal.

On 10th of May around 10:00am, I attempted to withdraw funds from an Instant Money transaction at standard bank the reef mall, but I received an amount less than what was due. I immediately contacted your Instant Money Client Care line to report the discrepancy and to seek assistance number . I was advised to wait at the ATM and take a picture of the ATM ID(attached). I was then given a reference number *** and told the amount will be refunded to me within 4 working days. I advised that I needed this money urgently hence I did instant cash to myself but was told to adhere to turn around time.

I followed up on the 13th of May as it was day 3 and spoke to a consultant named Bongani/ lebeogang (not sure but i provided my number below for recordings) and I was told to wait till 14th May. Today I called in to find out why I was not paid back, I spoke to male consultant who was so unprofessional and made me hold the line for over 13 minutes!!! to tell me he can not assist, i need to wait for an hour for my money to relefect. Unfortunately, not only was the service I received dismissive and unhelpful, but I was also informed that I would not be refunded the missing funds, without a clear or justifiable explanation.

I find this both unacceptable and deeply concerning, especially given that the discrepancy was reported promptly and in good faith. As a customer who has been banking with you for decades, I expect to be treated with respect, to receive clear communication, and to have any errors in transactions investigated and resolved transparently and fairly.

I hereby request that:

A full investigation will be conducted (including ATM video) into the ATM transaction in question.

The shortfall in funds will be refunded to me as soon as possible.

Appropriate action be taken to address the poor service I received from your Instant Money Client Care representatives.

Written confirmation of the outcome of your investigation be sent to me.

Please note that if this matter is not resolved urgently As I have been promised lies , I will have no choice but to escalate my complaint to the Banking Ombudsman and share my experience publicly.

I trust that Standard Bank will act with integrity and urgency to rectify this matter.

This is my number I was using when calling your client service *** follow up) (number used to lodge complaint -***). Please check all recordings

Yours sincerely, Pearl Majola

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