If I have to nominate the worst service company in South Africa, I believe Standard Bank will come second. The first prize will go to Standard Bank Card division.I work abroad and visit South Africa only once or twice a year, so when I visited in December I requested new credit cards for my wife and I.
Firstly, it could not be done as my cards expire in April and new cards are only issued a month before expiry. With the help of my personal banker we found a solution and my cards were to be issued in January before I left. I drove from Pretoria to Eastgate to collect the cards (I will still get my e-toll bill) and surprise, surprise (!) only one card was issued and with the old expiry date.Plan number two: I would be in Cape Town at the end of January. Please issue the cards and send them to the branch at the V&A.My personal banker confirmed that it was done, the guy who now has my cell-phone number from 5 years ago (I change the number every time I am is SA) received an SMS that the cards are at Thibault Square branch.
He forwarded the SMS to me. (nice guy) This morning when I got to the branch the queue was 30 people deep and we were told that the computer system was down. A friendly lady said she would try to find my cards and after a while informed me the cards were at the V&A branch. Back at the V&A, the branch was closed due to the computer problems. Eventually I got inside, they found the cards and another surprise!! My wives card had the wrong initials.
I got not get a pin because the system was down. So now I sit at CT Airport on my way back and without the cards. Who knows, perhaps I will get them next year. I am sure Standard Bank will charge me an arm and a leg each month.I feel really sorry for the poor customer-facing people at the bank who have to constantly protect the incompetent back-room staff and fat-cat bosses.Today Standard Bank inconvenienced tens of thousands of people around the country, and surprise! There is not even one word of apology on their website. Shame on you!!
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