APPALING SERVICE

I am writing this review with my issue still not being resolved.

I opened a business account on the 3rd of June and received funds into the account on the 30th of June. As I try to transact on the business account I discover that I am not able to. I call the Customer Services line the morning of the 1st July (after having held on for 16 mins before being assisted) I am told I must update my App and restart my phone. I do that and still no access. I call again at about 16h00 and only get to speak to someone 25 mins later. I am told to restart my phone, and promised a case will be opened to investigate.

I decide to visit the Pick n Pay in Delmas (Mpumalanga), I am told the Tymebank rep is normally in by 9am and should be in shortly, I wait. 30mins later a cashier is asked of her whereabouts and she says she will be in by 11h00, I must come back then. I come back at 11h00, I am told she is off sick and wont be in that day.

I decide to call Customer Services again the same day (the 2nd), my case opened the previous afternoon was apparently opened and closed as "resolved". I decide to visit the Pick n Pay branch in Secunda, as I was going that side anyway. I get there at 12h45 and ask for the TymeBank consultant and am told he is on lunch and will be back at 13h00. 13h10 I ask for his whereabouts, the security guard goes to look for him and advises that the rep will be back at 13h30. He comes back and unable to solve my issue, so he calls Customer Service and I wait a further 19mins before somebody answers the call. A "new" case is opened. I leave the shop still having not being assisted. I get a call from a certain Viola, from the accounts department, who was apparently assigned to the case. I explain the issue and she is not able to assist. I ask her to ensure that the issue is resolved by close of business, and she tell me she will try and also keep me in the loop - that never happens. I call again the afternoon and speak to a certain Bonthle to pass the message that I need an update the following day by 9h00.

3 July at 11h00 , I still have not received a call, I call and ask for feedback as I have not yet been called. 13h00, I call again and speak to Viola who give me feedback that the Technical department found that nothing is wrong with the account. I end up giving her my credentials to access my account herself (which I understand is confidential, but I was desperate for assistance). She goes in and also cant transact on the business account. She promises to call me back to update me - no call again, I call and spend over an hour on the call (my airtime). On the last call I speak to Loius who is the customer services team leader, because Viola is on lunch (according to him and Violas manager). But according to Bonthle, she had knocked off because her phone is off and not answering messages. Loius promises the issue will be solved by the Technical team based in Vietnam by 5am and he will personally call me at 8am (Saturday).

It took me less than 5min to open the account, but the first time I transact I encounter issues and it takes forever to resolve them. Some of the customer services consultants are quite rude (Lerato) and some do give a sense they are willing to assist and go the extra mile (Bonthle).

I am wondering how convenient it it to bank with this bank if issues take so long to be resolved and it take forever to speak to them on the phone? How secure is my money is issues are carelessly treated and customers not updated? All i have been getting is "we apologise for the inconvenience" " we understand" " we are working on it", when all I need is assistance to access my money. All I needed was acceptable service levels? But all I got is just empty promises and struggles of not being able to fulfill my business goals. Really saddened by this....