Standard Bank
Not adhering to SLA and no help at all

On Wednesday 05 June 2013 my ATM card was retained by the ATM, a few minutes later R4500 was withdrawn from my account. I called the call centre before the transaction went off, but held on for about 15 minutes before the call was answered, in that time the transaction went off. I lodged the case, but had to wait almost a week for them to send me the affidavit, eventually I got it on 11 June, and sent it in the same day. I was told someone will call me, but to this day I am still waiting. I had to call in a few days later to ask if they received my affidavit and they said yes. I was told the SLA and also informed that by 01 July the investigation will be complete and I will know what will happen, its the 2nd July and no-one called me, when I called today they said its not finalised. I called in about 20 times over the last couple of weeks, I can't get through, if I do it is after holding on for 45 minutes or more. When I do get through I get transferred from here to there and no-one has an answer. A team leader was going to call me back on numerous occasions, but not once did I speak to anyone unless I called in myself. Truly terrible service.

Company: Standard Bank
Country: South Africa
City: ATM

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