Standard Bank
Why does everything need to be done at a branch?

When I got married I was told that I need to go into a branch to take my marriage certificate to change my name. I did this almost 2 years ago - I took time off work to stand in a long queue and yet their system still reflects my maiden name and therefore so does my new card that was issued 2 months ago. When I queried this, I was told that I must go into the branch - don't they understand that I've done this already?

When I got my new credit card, I was told to phone to get my pin. Yet something on their automated system doesn't match so I phoned the call centre and they confirmed my ID, card number, name, address and cell phone number and it all matches the system (except of course for the surname because they still have my maiden name!). So the solution - go to a branch.

I have an account with FNB and can do everything I need to via my internet banking or the call centre. I haven't been into an FNB branch in years. Why doesn't Standard Bank wake up and become less branch focused and more customer focused? I am at the point now where I am ready to close my Standard Bank account and when I told the call centre agent they didn't seem to even care!

Company: Standard Bank
Country: South Africa
City: Customer services

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