Standard Bank
Customers pay the price for clients' mistakes

Big corporate incompetence continues...

I always try resolve issues internally before taking dirty washing out in public. Sadly, here we are...

I noticed a monthly management fee on my (management-fee-free) transaction account appear from nowhere. After a 25 minute call to Standard Bank (call no. 1), the kind consultant understood my plight and agreed to escalate the issue and reverse the charges (I explicitly stated that all charges needed to be reversed for the full time period that they had been erroneously deducted).

Nevertheless, 1 week later, I receive an SMS stating that 1 month's worth of management fees had been refunded. Oh joy!

Another phone call, 35 minutes of time down the drain... (Try explain that to a call centre...)

At the end of the day, sorry I mean month, the money I *might* get back from Standard Plank is less than the cost (time on phone plus the time I have to spend at my branch (because "they" can't see further than 6 months bank statements) plus the cost of repeated phone calls to resolve a (seemingly) simple problem) incurred in claiming back said monies...

The customer always pays, right?

Doesn't sound right to me...

Company: Standard Bank
Country: South Africa
City: Call centre

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