Requests ignored
Complaint
Sergei
Country: Namibia
Subject: Complaint - bad service from Standard Bank
To Whom it may concern
Good day,
We have requested Standard Bank more than a week ago to cancel our credit card.
No attention is paid to our numerous requests despite SB's slogan Faster, Longer, Stronger
leaving us no choice but to draw attention to their appalling service level which leaves us vulnerable to credit card fraud.
To Whom it may concern
Good day,
We have requested Standard Bank more than a week ago to cancel our credit card.
No attention is paid to our numerous requests despite SB's slogan Faster, Longer, Stronger
leaving us no choice but to draw attention to their appalling service level which leaves us vulnerable to credit card fraud.
Comments
To aggravate the issue Standard Bank then transfer the amount of R2500 on Saturday without notification to me as your client I had to lock my card again. In total this is R4000.00 from my account.
The next day I went into Vangate mall which I dealt with the supervisor (Fareed Omar) he was not that helpful at all and I really can say there is a training need when it comes to client services.
He then transferred me to the collections department I waited 20minutes to I then got through to a consultant, I gave the consultant instruction to speak to the manager (Jade Steane) I was told does not work on weekends and then requested to speak to supervisor and waited another 20minutes , The agent I spoke to started getting irritated with me and started giving me attitude I was told then even if its 30minutes I will just wait if that what I want to do and wanted to argue with me as a client for requesting to have my query done with her supervisor for almost waiting for 1 hour and 30 mins in Standard Bank Vangate Mall with Fareed Omar I finally got through to Supervisor of collection (Lium Krogz) which I stressed on the point that I want this sorted immediately he then told me that the department that authorized this transaction was specialized collection which don’t work on a weekend and the attitude came across is that its not there problem and show no interest in my complaint.
After 15 minutes of ramping up and down he then called his manager (Jade Steane) and according to Lium is that he will send her a email immediately to keep her updated and for them to do an investigation on my behalf. I was also promised that she would contact me back before 12am that day.
To date I have received no call which I think is really disgusting from " management".
I then had to go back into the bank and enquire why she hasn't called me yet , the excuse I was given was - she is in meetings and I have to wait until she decides to get back to me. I ask you again what caliber of service does your management staff give to clients that is need or urgent assistant .
The reason which I got from Lium why they deducted from my account was because of a loan that I took with standard bank and the account went into arrears and was send to the attorneys.
I am aware of the loan and I settled the loan with Sterling and Attorneys and have bank statement to proof that I settled the amounts in full.
This is where it really becomes interesting on your system shows the accounts closed, I could not be located on your system but I have an account with Standard Bank you took my money without my consent or advising of your actions .I received no notification via sms , email ,post or telephonically thus I was not kept informed.
I have been set back R4000. According to your systems you have attorneys involved as Newton & Attorneys. Why there are two attorneys involved and my records clear on ITC as Sterling confirmed that my account was settled.
As your client let me reiterate what Section 15 & 16 of the FAIS Act refers to the General Code of Conduct for Authorised Financial Service Providers & Representatives.
You are required to follow the following processes * Adequate disclosers , Record keeping , Safe Keeping of FUNDS & DOCUMENTS, as your clients I feel that you have failed on all of the above points.
I am going to be escalating this complaint to the highest level , I will log a complaint on Hello Peter , I am going to inform the FAIS Ombudsman and also last but not least I will notify South African Reverse Bank as we both know that SARB is responsible for the issuing of banking licence and the monitoring of banking activities.