AK
Andries K
Active since Nov 2017
49
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49 reviews7 months ago
Living in A Nightmare - unresolved issues2 months in can’t use and type of card to pay some impose tax in SA .
Good morning Standardbank Complaints department for Card credit devision . I’m lodging a Formal Complaint on record Incl for the current CEO office to be aware and informed on how a customer that has raised serious finial risk issue . 2 month still not been resolved . Because I believe that office @!Head office . Are not informed of this type of poor back support or assistance via the IT dept . will not condolence such type of support . Infact 100./. No support . An Agent call only do so much and No more . This matter it is directly the IT department short forms because they are responsible for systems and checking of errors et cetera et cetera. Let me make myself crystal clear .for the CEO office fully understand the anger and frustration I have had deal with . By doing so way there is there’s no Mercury or unclear waters to what I’m writing and what I’m writing about I’m going to post this on a hello peter . I’ve spoken to the Call Center I’ll be nice but it seems that a person has to become the opposite aggressive or nasty . Any action is taken and be noted. of the situation that a client finds himself in because, because make up initiative and professionals from the financial institution in a short faults is unacceptable . I have followed all the normal channels I’ve spoken numerous answers to the Call Center for lengthy lengthy hours and acceptance me that that is what South Africa’s to become. as a customer service we are not meeting the standards that should be made in a short falls implications for the financial institution and their client. I’m actually enrage because of lack back service from It Dept . As Apple play apparently the best of my knowledge and Agent did escalate it while I was on the line to the IT department explaining to them what I’m calling for and I’m struggling to actually use my cards to pay for customs in Taxes . for the small item entering to South Africa from a service before and when I do have an issue that it should be its 2 months ago . I reported it , “ tea the note s d listen to my actual calls which lasted more once anywear from 1hr 17 min up to 1. Hr and 35 min . please go into my history listen to the calls I’m urging you to listen to the calls because whatever the agent wrote is a tip of the iceberg of actually what I’ve been saying over the phone I was one and a half hours on a minimum basis put up with an agent over and over and over I trust that all is well on your side . It’s defefently NOT the case , Infact it’s the opposite with me . It boils down Not have had any !!!!! From Standard Bank in regards to . Me being inconvenienced “ every””!!! single week over last 8-week . Seeing that I have be buy items basically weekly since I began. And the problem it internally. Because when client receives an incomplete explains . And request that IT aswell say the agent be made aware . Why the manager Because my Plmer may be one that new or never heard off . That way just maybe another has called in12 Not once on my own . A improvement since I called around 2 months ago . When opened this mail you may have notices that it very long e plain . I let’s be crust clear . I do not any receive call . to receives a call in regards to my complaint . I made the step sure that have give Standard Bank every single bit information . Should think that should be call to understand or add more . The answer no because . But paying attend to every I have ment as they unfolded. Any human being will be able make sense of it . Go to my professor Look at my history dating back properly over 2 months ago . Because I was absolutely Verne specific that this a real financial risk . Get clear confirmation to the concern that I have raised add for may add one more thing I might come across arrogant or rude believe me at this stage I do not care not because of disrespectful it’s because I honestly don’t because you don’t care how it affects me so why should I be careful and how I addressed this method because because I’m being blunt and I’ll be truthful because I’m irritated and highly annoyed so rather take this email and like I said I’m making it clear again again this better go to the Call Center managers manager as well because I’ll be checking on that and if she did not follow that I will be there on Wednesday at head office and I will make sure that add the bond sending a word I usually use because I’m not entitled to anything but in this case I will actually strongly demand to see the sea because at the end of the day the ship stops with him and unfortunately he’s not even to blame because he got his hands full with everything people underground and the poor customer service service in the state that follow-ups and correct this and the impact that it has on me we’re not trying to use a card for South Africa not overseas they take the money you guys are glad it goes to pay your customs and again I just received another email from them at 10 past one I can send it to you they are questioning me again about not praying because I don’t want to don’t have the money I can’t I don’t have it it goes through all your system you wanna tell me there’s no order but I get successful in black and white as and if this was a goal I would have the proof and that’s what I mean I don’t speak late I did not make up stories I work with facts that I can prove a black-and-white and I have it so I can show it to you but that’s your decision but I want this fixed and I want to know why a bank can tell you multiple times then it’s gone through thank you and you do a double security check with them by getting an OTP number which is a WhatsApp number and then you get a successful and thank you and by the way I have been twice certified or whatever for security I mean at this stage honestly I’m not being rude with my blood as well because I’ve given you everything actually in last two months so if you would like the blood I would send that as well that will make it easier Pull all the sniffer No.1 It will be a waist of my time and to emotionally revisit the anger that standard is DIRECTLY Responsible. No .2 I would suggest who ever my complaint must attend to . Atleast read the Fact ( length time , ( well for atleast 2 months it maybe even 10z The only way you will be able know . Is when s investigation will take place .. Surrounding my problem I first encountered around July to date. By access the record that each agent is obliged to note . By doing so that specific agent let his details behind . Years before its use to be your name surname . For a 1oo./, now it’s only your employment number . Once have read the mail you will understand that , because I myself was a manager at absnk caller years ago . I have pretty good general understanding of the basic . That happens . I do be turn below more I regards to this insight The financial regulatorFSCA has set out rules and regulations that all financial institutions must follow regards of what type it may be . ( basisly say that no matter who you are the basic of the basics we all have to follow so the brand of your company has got nothing to do with the rules and because of us stressed about a risk that I can clearly identify in this matter of financial risk that is why I mentioned it two months ago to the Agent because I’ve got more experience that the lady that might be 19 or 20 because they’re not 50 year-old people that sits behind in a wall that you and I know that it’s youngster anywhere from a school leave to maybe 30 if you even make it that long before we got mad with all the complaints but I’m just joking but the thing is so I know what I’m talking about and that is why I am so annoyed about this whole matter and no effects I’ve named it and that’s why I said you don’t phoned me to ask me in connection with what happened and what is it read the email at least twice go to your computer open my profile go to the Notes go backwards because that’s how it works from the back you work you out the current date go back at at least two months when I started complaining and it was you know authorisations I was because the normal agent couldn’t even help me I’d be transferred to authorisation they’re not even went through to the ***** Dept because I thought that maybe there’s a **** this happening to inform them that I’ve received this because it helps because once the agent told me before he transmitted me through authorisation or to the quote that he can’t see anything on my account that automatically was a red flag to me instantly and that’s when I knew which not other department to address and authorisation is the one that puts the money on hold until the where is the merchant or whoever banks the money it takes it from your account they’re might pay once a week or once a night it doesn’t matter so the money gets taken out that’s why it shows balance in Claron balance that because you might have bought something today but you no longer have R1000 that you starting this morning with your bank card by this afternoon because you went out lunch you spent 300 automatically the 300 grand is put into like a hole for this whatever you bought and whoever they are so the fact that I’ve got confirmation of money left from my account numerous times yet on your systems there’s nothing to get all story to do the dots I said follow the dots follow the breadcrumbs go to the computer you know what I’m complaining about just from here I can tell you right now today is Monday and I’m not giving deadlines or threatening anyone on Wednesday it’s two days it’s 48 hours if I don’t have feedback like say that they’ve resolved it or they definitely I will be in town and I will be waiting to see the see where he left the country or not to Second in charge whatever but I will be going there in person because I’m that type of person I don’t think nonsense I’ve been around the block all day she could’ve fooled me nowadays I can see it a mile away so the fact that I asked to the IT department to get involved an email was sent according to the agent and listen to me now and I’m sorry for using the word listen to me now I apologise for that but take note take the phone call and listen to it actually listen to how I’m telling the agent what to do because then you can understand there’s now just to read the notes with the agency listen to what the consumer the customer was complaining about then you will understand while written this mail the way it is today thank you for your time and good luck with your project but I’ve come to my in with this thing this is this is the last store that breaks the camels back because I’ve learned like I said earlier in this message years ago unfortunately I was forced to actually go to discovery this city and people think that I don’t say something and I insisted to see Adrian because I wrote emails I wrote this Department that for weeks and weeks and weeks and that situation was not resolved in of course he’s not aware of what happens these other people below him that take care of it I mean a person can oversee a multi bullion ring company like Standardbank or any other company and I know every little fact that that’s why this managers and senior managers and so a concern and direct of board of directors and an achievement blah blah blah blah and all of that but what I’m trying to say is I’ve done my part I asked the agent maybe she didn’t even know that you’re supposed to do that but because I know better why do you know better you can do better and from this I hope that slowed sticks in your mind or whoever works with this why do you know better in life you can do better because we all make mistakes but if you’ve been showing the right way you repeat whatever that mistake is you are yourself to blame don’t come back and say I didn’t know it’s like saying the Dutch hot stuff don’t touch our stove it’s all that child touched their outfit they would’ve already learn this lesson you know me but this is not I’m not here to tell you about how to treat a child or whatever I’m using comparison so like I said I even went through the ***** Dept two months ago with the fear of the fact that there’s no records but yet I had confirmation confirmation you’ll read the email and you’ll see what I’m talking about do you have all the facts you might miss one or two when you read it it just the first start read it again again again make notes go to the access my account account because you’ll see all the security the employment numbers there’s no more names and surname you’ll have to look it up who that number belongs to but at least you will know who wrote it then and the train starts there it’s a repeat of their repeat of their repeat of the hitting a dead donkey you can hit it as much eventually that donkey is not gonna feel anything because it’s just stubborn or whatever it is this is how I feel I’ve hit a brick wall because for me to get past that big ***** to go to the top of the company and I will do that because I have the right as a consumer you cannot be bored from seeing him every person as a client of a bank or a company as the right as a consumer we all have rights that you have right as when you’re employed so we have rights as well once we are consumer when your consumer when you’ve left the bank to go lunchtime to buy that you have that right for whatever you did man but what I’m saying is I’m in forcing my rights and I’m standing on the principles for what’s right and what’s wrong and what’s inconveniencing me at the moment you will read this email and you’ll see how furious this is not even a word you don’t have actually I understand understanding close to the anger that I’m actually I’m speaking calmly yet because if I was not a well-behaved white male I would’ve probably put such words into this that the 70s wouldn’t have even cleaned the person but because I know a little bit better and I’m trying to act my age I’d rather vent than use the type of that type of language but if I have to come through your account and knock on I found and perform I will do it I’ve done it before because that is when people dance because now there’s a crisis and we must fix it why do you just do your job in the first time why I miss it only be when people threaten each other or I’m gonna report you to this or do that with that you actually get service in this country buwould like as a formal complaint and now even if it has to go to the CEO of Standardbank I will do that actually I’m a Private banker member but that’s not the point I’ve been shopping online since February this year quite often there’s no problem paying the money when being a transaction is completed there’s been no ***** there’s been nothing on my card in fact I’ve got a black card so the thing is yet when you have to pay the customs in South Africa when it arrives yet which is like 100 and for today example that’s R90.60 I’m unable to pay it because for the last two months every time I nearly every week I got a parcel and I’m still getting these two parcels literally waiting at Smart’s actually for clearance because of the custom duties this is me going on at at least two months as a minimum two months I’ve spoken to authorisations I’ve spoken to an agent of space asked them to logical IT all those record they will be able to access because you can listen in on calls so if you don’t believe me as the manager listen in on that call you have a date you have a time that I’ve called to complain yet I feel like a bigger I have nearly hundreds of thousands but I’ve got a lot of money in my account but the thing is I couldn’t even pay R96 in R90.60 after Begal people from other banks even them out Domestic lady that works for me I had to ask her today then she bring a card so that I can pay that I’ve got cash in my wallet line yet she’s unable she can’t because she doesn’t have money and I am sick and tired let me tell you I am sick and tired of Standardbank so cold service because it’s hot air you know what walk to walk do they talk because I cannot tell you how annoyed I I’m sitting here holding myself back not to actually swear because the thing is how stupid and I’m gonna say how stupid can any individual be to tell me from our Standardbank app while I’m online with him okay I’ve tasted it I put it through from the link it goes through it it spins and it gets redirected and all of that then it goes tick on it okay it’s called through successful then at the same time you get from Standardbank notification that pops up 30 seconds or something to go to your account and actually authorise that transaction which I do it’s one four years two for now if you press one it closes and then once you close your phone there’s a green line at the top that comes up and says successful they want to tell me at the bank they cannot see any of that I have how can I give you confirmation of a print screens of it I’m not talking hot area I can prove what I’m saying but you know it’s an inconvenience and I am sick and tired of having to spend literally hundreds of rand because the phone called when the manager check the school with this complaint it’s been like an hour an hour and a half sometimes that have to sit and talk and you know the agents have tried on their side and I’m not gonna blame so much the agents because they’ve been very friendly and helpful but someone pull your finger out of your and you know where and actually start doing something about this problem because your customer service is gonna be a no start today it’s ********** and I’m so I’m livid actually either way I’m sitting at speaking because I cannot believe that I have to go through this the whole time yet when it leaves my account it’s 1500 or 2009 at a time there’s no query from Standardbank ***** people finding me for nothing there’s no great flags anything but when a parcel arrives back at customs you have to pay R120 for Apple taxes or whatever you use all those links and they say it’s on their side it’s not true it’s not true yes the system was down on Thursday back up on Friday I tried on Thursday between Thursday and Friday probably at least nine times I see every time because because I got back into the link to see if it’s actually got off because the link will close you cannot repeat that you cannot cannot double pay it close as you office it says thank you for your payment payment for 24 hours or whatever but yet I’ve got a phone an iPhone that’s linked to the app and it says transactions when successful you’ve authorised that thank you for your service and yeah your ***** Dept which is supposed to be so sophisticated and authorisations as well they will see exactly how I spoke over over the last two months and you’ll see the length of court when I set over an hour I’m not saying it I’m talking about an hour and a half that you go into for a simple thing and then yes I will Log In say to the woman I’m just gonna say woman because that’s the truth I say for learning experience experience because there must be other customers in this country that I have exactly the same same problems so it is actually a security problem because they have a private client our limits on our cards are not peanuts so yet if that can happen and they can’t see it so for ***** to take my card or whatever it is then although they also not gonna see it no they’ll be very quick point I’ve had it but their own system that send your messages over and over and over and over and I’m repeating this because I’m actually annoyed okay and please I’m asking Standardbank today please do not respond respond to say please we apologise or whatever I’m not interested in that really I would actually swear you if you had to say that I’m not a rude person but they patronise me about something nonsense fix your systems get your finger out of your butt and do your job because the thing has it’s annoying annoying me because now I’m sitting here I can’t the person I’ve got in the middle of the night I get emails I’m asking for the money and I can show them that but yet like I said I’ve got two parcel sitting waiting when I’m supposed to be here today for delivery because I was supposed to already paid it last week and the second line is already backed up in its queue and he’s a third one while that they still processing it which of stuff that I’ve ordered but every time to get it through customers as Of South Africa it is a huge problem and it’s not that scroll system that they use and because it’s three different apps that you can use because it’s that say on Thursday Standardbank is off-line Friday you’re back online and try again I told you I tried at least nine times and I’ve got the print screens I will not be saying that giving you this message if I do not have it on black-and-white so you explained that to me how can you as a bank tell a customer that we said she trust you with your app and then it’s the opposite so don’t come here from building them trust relationship relationship with a public if if you actually a failure could you call in trying to help with a hope that the Agent connection now see that you are telling the truth only to be told they’ve got no you can’t even see that it was pending nothing zip it is impossible I work myself in 2000 and never mind in 2000 and beginning of 2000 I worked myself Aer bank for four years I know how the systems work I might not know the updated systems but I know Call Center works I know about you have caused ******* calls creating calls agent agent agents dropping calls and all their restricts of the world because I was there myself as a manager so so do not come and tell me that it’s IT problem you know what I got surely and never logged problems to IT you will see it under the record on my profile profile two months ago already the girls send it wireless on the phone to IT it still continues to this day so that’s why I’m so so annoyed now because the lady at work and we just told me now she doesn’t even have 100 in her account yet I’m sitting here with 1000 and in cash in my wallet but I can’t transfer it because it’s if you have to go to bed now I’m not doing that the convenience it’s supposed to be the app okay and the fact that you upgraded me to a Private Banking it means something I’m not throwing that around but whether you someone that’s using a savings account or you have the highest card in the world like American Express platinum or whatever it is doesn’t matter we all have the same rights and I’m speaking from a rights of a consumer this this it’s not right right and standard bed pick up these socks very quickly and don’t come and say it’s only Mark because my big because I worked in the bank my big fear about this is it not possible from the security point of view that you cannot see that your system send a message to my phone confirming it thanking me for it and this is not the first time for the last two months I’ve had this problem because I’ve been shopping a lot literally every week at least 3 to 4 parcels a month has been becoming okay for the things I’ve been buying but two months ago they started there was no ***** incident there was nothing the only thing that ever happened on that card was there was for $1 as a $1 in America okay there was something that you ate for $.99 so you could sign up for two days to try as a trial trial that’s when I’ve got a call from well not actually even a call I just got a text saying to me we see that there’s unusual amount here that you authorise it please response to yes or no that’s the only thing and I responded yes for $.99 and since that day and there’s no hold is no block there’s no ***** being before there’s no nothing wrong with my card it’s all sitting in your art department so I don’t know how much longer you think I should be complaining and phoning in wasting my time my money and my inconvenience and for that you’re not a service provider you want to be one of the forefront banks of the world in South Africa then pull up your socks and I’m being ****nal because I’m actually annoyed so hopefully and I want this complaint department I want this to go to the head of the bank with the Call Center is not just a customer service department manager I do not care about that of myself or write an email to the CEO of Standardbank before they used to be two one was Krueger and then that African man Kruger‘s left it’s only him that’s still there I still have his email address from about 2 1/2 years ago that I had an incident that and that’s why I also had contact with both of them but then when she told me that is no longer one of the he’s the only one now I will write stinking later to him I’ll give Standardbank 24 hours to get back to me and do not on repeat do not come and insult me actually actually saying we are so sorry you know sorry it means nothing nothing zero zip because people use toilet paper these days if I thought that you’d mean it I will still accept it but it’s gonna be on apologising because the banks being apologising for two months every time it happens and it’s on a weekly basis but my concern is again what I’m saying it shows that it’s gone through I use my credit card I use my debit card same thing successful it’s gone off I’ve got the print because I do I do print even when I pay people the print for my own records so when and that’s how I learned to when I speak to the Call Center that I can tell them at this time exactly this minute I’ve got that Sms safe gaming and that message and that thank you because I’ve got them one from the other as the screen opens the process that it spins and redirect like a wheel at attend says successful if you if you’re lucky in your money is if you have money as a person from there on your bank pops up populate the bank Standardbank and is that time that runs it’s about a minute or 30 seconds something like that that you need to make sure you need to in your ab you need to go and authorise it which I do as soon as you login the populate another blue screen with the two options just see an amount for this is say yes if if it’s true or say no if it must be declined you press yes it closes you close your phone in the next thing of your screen successful in Green Call Center ***** Dept authorisation can’t see that there was ever anything that you’ve tried if you even said to the lady can you see how many times I tried today I’m not even talking about last week talking about previous times because I wouldn’t even even go into it I’m not it’s not been once there had to do less than five quotes and I’m being serious but that the amount of time that that was the agent the bank whether you could’ve helped probably at least than had one and half of our probably at least 3 different dept first call centre then after explaining in length detail to agent . Only be told I need to go through authorisations Then from there f even ***** . Still there no trace at all on standardbank system a pending or even the fact that I got proof of confirmation . That the transaction has been successfully. different people could’ve been helped yeah they’re sitting with me complaining about and they don’t understand because it’s it’s freaked to them basically because it’s true you can hear it in the voice you can hear when someone is included on include agents friendly but he doesn’t understand understand why you’re saying can you see it because all cause I thought maybe it was pending or an outstanding authorisation then I tried to rub it off on that escrow system and say they must be off-line or they haven’t collected it away but you can’t even even see that it’s you supposed to be paying it out so if if they are waiting for their money it should be outstanding authorisations because it should’ve been taken for my bank account and put onto they know exactly what I’m talking about yet there’s no record and that is a Ute security risk and the day that I have problems of my card for that bigger amount of money Santa must write that because I’ve been complaining about this issue for a long time so if I can get messages from Standardbank and it’s not ***** so come and say it’s a **** or whatever they can **** themselves man that’s that because at the end of the day there is a loop in your system and our concern I’ve raised that with the Agent thinking I’m doing actually a favour so that be helpful because they could use my case as a study case or experiment or whatever and backtrack it actually and see what’s happening this day I haven’t heard two months late not Nader - zero - not once as it actually worked paying out of my to website it oversease yes that’s what I’m saying if if money flows out of my account account they are fine fine with it . for out of the country like overseas and that but yet your own own country and I’m not talking about bigger amounts R120 R90.94 and R68 that’s what I’m talking about because for them just touch me your bag at the airport is R50 that’s already how they make the money then it is the value is it closed as the jewellery is whatever you visit and then they take that other percentage and they give you a final amount and then a courier once they satisfy the management money reflects right away until their systems that I’m can tell you because it’s not overnight it’s nothing like that they get it within five or 10 minutes you will get another email saying that thank you for paying your will be on the next step with dispatches with the next delivery will go out so what I am saying if there’s a problem yet and I’m paying the price and I’m not happy happy and rather keep keep your apology into your work that’s what I’m saying and it sounds harsh and rude I’m not I’m not I’ve been straightforward because from a cast point of view you’re making my life hell you inconvenience me that’s not what you’re supposed to do to customers because now what I think of Standardbank is the same as under my shoe actually infact . Which saddens me greatly . it shouldn’t be like this . that because in the past I’ve actually give some compliments when the agents really deserve that the agent was saying this situation agent of experience right with the agent so that’s what they tell you when you do your rating but yet nobody is doing anything anything about it and all they have to do is go back back two months into my history because because every time you call anything that happens on your account there’s a record of it I can tell you now it’s electronically done and Agent sits in top set up and it’s recorded like all phone “ listen to my phone call if you don’t believe me it’s a long phone call I don’t care will sit for an hour in 20 minutes but yeah I’m already been complaining about the security there is a loop in your system hear me at once you’ve heard me fix it and I just said it fixed it better be fixed because if I have to go to head office and I’ll do it myself I’m 60 years old I don’t play games I’m not an 18 year old that you just just pushing around and talking nonsense to and then I hope that they buy a story I will go head office in town and I will wait to see the CEO in person advantage Discovery and you think I’m joking I’ve done it to Discovery he sent also of a period of months with certain medical things and eventually Mr go who is the sea of that one of the founders Adrian go I demanded to see I was in that building and they tried to push someone else down you know that was buffeted outlook I insisted I was not taking any because you know the word means nothing that’s that’s a problem in this country they make promises and expectations and they let people down with it so I saw the goal and he got in touch touch with a PA that CO create a different places which is obvious so a lady from case in fact was allocated to actually assist me but it’s only because I actually went because I found I showed them all these reference numbers from Discovery of a period of times as well I have problems with them on their site was it was mistake but also people with two if you know what I’m saying let’s stay inexperienced that’s a nicer word but don’t put them on the ending if they don’t have experience don’t put them on the phone because we are calling or the next person called it we don’t care who’s on the other side how long you’ve worked there it’s normally you can do your job job because that’s what you’re there for so it doesn’t help and say well ma’am or I don’t know what you’re talking about or whatever I’m just using that example that’s a bad reflection on the company so if an agent looks at a computer screen and this is nothing an authorisation it’s nothing in my account that’s holding they can see this money but my concern is they can’t even see that I’ve tried numerous stamps numerous arms and they have no record of it that’s a scary part about it but yet the day that is ***** on your card I quickly come and say no no no no you are responsible how did they get hold hold of your pin number or the person must’ve known you searched on your side they quickly wanna push the blame away but yet their own systems is not up to scratch and this is to do with money money credit cards is money money and ***** is huge worldwide billions and billions and billions that banks and insurance is whatever right of financial institutions because do you think these people that that are syndicates or whatever that they stupid stupid people that’s worth in that industry that has exactly how it works you know what I’m trying to say I’m not gonna go there but I expect I’m repeating this I do not want to hear when I phone in and I will phone in to find out where this complaint went to find out that it didn’t go to the top of the top top of the branch of that whole centre not just the Saint Paul sent itself Call Center manager has a boss that person if I found out I did didn’t he get that to that person and I will email that person to find out or call them because then I will I want to have a telephonic conversation because it’s on record record now I’ve requested it to go to the Call Center manager‘s manager because it’s only when it seems like when you have to not be nasty that people jump around and and I don’t see why because when you miss a nice guy they don’t ignore you and whatever but if you throw a tantrum oh my God then even jump so hot fire put this fire out this one walks and colds everyone gotta do this why if you did your job in the first paper properly we will all be getting on so much better in this country country but for people you know when they go to work as well these days it’s just a job they just sit there it’s like an automated they couldn’t care if you dog died or if you’re homeless not that that **** but there’s no empathy or even understanding or remote mentally even envision themselves themselves what this person goes through but just me I’m not talking about I’m at home today I’m talking talking about when you deal with clients like the customers in a public and you on the other behind the counter or on the telephone that you cannot understand how the stress that person is if you don’t care doesn’t it doesn’t bother bother you doesn’t get into your kid there’s nothing that you’re losing when that phone goes down as the next one I know people don’t give a continental and I wasn’t going to say the other word that goes with it but that’s the truth of the matter is there anyone you’ve worked in the industry that you can actually expose what goes on in Call Center and like I said I made sure because I was a manage before for the **** right steps to be followed and always not concerns it’s telephonically recorded I told the girl way to send it to make them understand what’s going on yeah because it’s not like I just try try at one time that day and it didn’t work it’s not it it was persistent so therefore Arctic action I want to see what’s going on yet that’s when I uncovered this whole thing of that they just know yeah Thursday and Friday nine times I’ve got the print screen today still I can’t do anything I’ve got money in my card lots of in in my bank account as well but for R90 . 60 I’m inconvenient and my goods are held back until today Moses comes back from the mountain because I must go to Mohammed to go to the mountain I’m going to the mountain which is Standardbank but I will go to the CEO you can be sure of that because as as a consumer of the right and another repeating this if you look at the consumer rights bill any consumer you have the right to see any CEO or managing director or whatever other company there’s no such thing as you’re not important enough it must be excluded if you are dealing with them you custom of their like a business transaction whatever you’re buying or selling or whatever you entitled to see that person and I will act on my rights and if I have to go to the consumer to make a formal complaint I will do that so so hopefully all I want to reply from them is do do not say sorry because to me that you insulting me actually because people said lucky do you know what I’m saying it doesn’t even mean hot air that comes out because we so used to just say sorry sorry yeah when I was younger it really did mean something but with a new generation and I’m not criticising the youth or whatever but I’m 60 foot 20 years ago when I was 40 still then these children had discipline nowadays as well with the children is it nothing you can’t do anything there’s no Disney not allowed to touch them nothing they’re all turn out to be hooligans because there’s no checks balances in place they talk to the teachers the way they want they tell they don’t listen there’s no control of it they go out when they want to they go it’s the same thing as what’s going on yeah the banks are not accountable they don’t but they must never come I will be with my lawyer the day that there’s something happens on my account and it’s related to this they said we message you’re trying to get hold of you to make sure that they mustn’t come with that nonsense because when they do send it and I see successful yet there’s nothing so it can’t just be when it’s convenient for them that you must alert and it works it must work for both sides equally and I’m not there to waste the time I’ve got my own things to do I’m phoning in because I’ve got a problem because you are my bank that’s where our bank if you don’t want me there tell me but the thing is it’s currently I’m a member of your bank customer which I have right to and I have the right to know what’s going on here with this problem I know this is a long message but I actually don’t care I really don’t care as much as Standardbank doesn’t care and hasn’t for the last two months so please whatever your rep replies thing just say thank you for the complaint or whatever but I want to know your feedback because I will also then target the person who wrote back back that message I’ll be able to attract them because there’s somebody in that complaint department you all have codes for your employment number which even when you log your case on the your notes to the computer no longer do you put your numb your name in your surname but it’s no longer luck when we work there now you just your security number that’s left behind and only by you but anyone investigating with because I’m my cell phone back once cause I felt bad about something and I wanted to speak to the same agent again and then I got through to another agent then I said you know I couldn’t remember the person’s name blah blah blah so so can you just tell me what his name was again and he looked at at it and that’s when I discovered also about they no longer use the surnames or names when they leave notes is just a number number which is your employment number that’s left but with that employment number for forensics can and I say for forensics can actually investigate and if I have to contact for forensics I won’t do that I’ve done it before before I’ve no problem doing it again not with Standardbank know their parts of other things and it’s not sending that just getting brushed under the carpet and didn’t ignore it this is a security risk for the bank and and for me for me because how can a computer has send a message yet there is no record of it ever happening and I’m not talking about once not twice not three times not four times numerous times I’m so tired tired of this actually so I’m venting because I’m really really you know that that would be yeah I’m really off so the smooth things over with me what about you’ll have to stay on your knees and been back backwards because I’ve been doing it for Standardbank because but at the end of the day I don’t want anything from you but good service that’s all I want for what I pay my monthly fees which is quite exorbitant actually as a private it’s quite exorbitant actually because when you add up your cost you’re making a lot of money money and then then you come and tell me this I was nearly gonna say **** but this misinformation it’s like no I don’t bite it I don’t listen to stories I’ve seen it I’ve been around the block I know when it’s when it smells like something the word then it is that are the example less with his smoke is fire so if that’s a nice way of explaining it so now you know exactly how I feel Thank you Andries Kruger
5 replies
7 months ago
Exceptional Service – Agent Julio (Virtual Card Department activation
Subject: Compliment for Exceptional Service – Agent Julio (Virtual Card Department activation ) Dear Standard Bank compliments dept I would like to extend my sincere appreciation and compliments to one of your agents, Julio, from the Virtual Card Department verification dept , for the outstanding service I received from him during my recent interaction. **Unfortunately I don't know his surname only his name Julio gave me call back to my cell. I received the call 01 824 1515 in around 17.22 until 17. 52 pm Julio was highly professional, knowledgeable, patient, and polite throughout the entire call. He handled my query quickly and confidently, demonstrating an excellent understanding of the product and processes. His calm and respectful manner made the entire experience smooth and pleasant. I could hear the confidence in his voice, and it was clear that he genuinely takes pride in his work. Unfortunately, when I attempted to rate the call afterward, the system disconnected before I could give him the 10 out of 10 he truly deserves. I aware of the fact that 10/10 is a very high grade. Seeing that I myself was a call center manager many years ago. I fully aware which requirements, and stanadard to qualify for a 10 When grading an agent call and the criteria that needs to be met. **Important : I wanted to ensure that my appreciation reaches both Julio personally ( I would be so great full ) **As well Julio direct superiors. To take note of his unbelievable, service of this calibre deserves to be recognized. And hopefully when comes appraisal time for his performance. That my compliment be taken into consideration . Having worked in the same industry many years ago, I understand how important client feedback is when it comes to performance appraisals and quality monitoring. Julio’s professionalism and customer-centric attitude are excellent examples of the high standard of service that strengthens the reputation of Standard Bank. Although we don’t see the person on the other end of the call, it’s the experience that leaves a lasting impression — and in this case, it was a very positive one. Please extend my gratitude and compliments to Julio for his outstanding assistance. He is an excellent representative of your brand and a credit to your department. Kind regards, Andries Kruger Private Banking Client
1 reply
11 months ago
Most dishonest !!!- Fast way Courier Company
Good evening , despatched responsible For the area of Westdene Johannesburg Please do not lie to me . Regarding Fastway courier attempting to deliver my parcel Earlier today being Monday . The message I received as confirmation that I’ll be getting my parcel today . Picture number 1. Is your one I received . Which was for today ( Mondaydelivery to me Number 2 : Is your message I got this evening . Where you are so dishonest by laying . We missed you !!! ***Unable to deliver your Parcel CR0006070161 You never even IT NEVER HAPPENED !!!!!!!! Don’t play me as fool. Because I actually have the proof !! 24/7 CCTV 24/7 recording. ***You NEVER EVEN!!! tried. to come to my house ***secondly ; insulting my intelligence , to actually think I’m gonna believe it . I actually cannot believe how dishonest your company can be. I” CR0006070161 I’ll be sending a formal complaint to Temu in China tonight . Plus tomorrow bring Tuesday . He can read all about this on the internet on “Hello Peter” Maybe you should change the name from Fast Courier to “”Bull **** client Courier/ untrusted worthy!! “” CR0006070161 NO DELIVERY attempt was made in any way . I stayed at home , We were unable to deliver your Package. We missed you . Ha, Ha, Ha🙌🙌 You missed me . Right because you NEVER came to my house at ALL . ****So you explain to me . ???? How can you miss someone . If Fastway Courier NEVER came. To the address at ALL !!!! . This is the Practice of how Fastway courier operates in general . To lie to clients . They have my house address , e mal plus cell number . Why ? Did ANY of the 3 different contactable information not use . /::: But you quick to send at night !!! saying ….We were unable to deliver your package As we missed you . Ha, ha , ha . Next time you lie to your customers. Please atleast . Use some other more believable, LIE. ***Important ; In last two months I have dealt with Fastway couriers 5 times . This issue is number 6 .now When They themselves send a confirmation for that day . NOTHING gets delivered . Where ? is the honesty !! Of your Company your character . The backbone ?you have nothing I’m going to be sending the MD ( boss) at Fastway courier. because I can prove ! with my cameras . That NO Delivery truck ( Van) And nobody even came to my house . Kind Regards Andries Kruger
0 replies
13 months ago
Nobody answering - after 2 more than to hrs calling
G” day Complaints. Discovery customer service I would like to express . I have Dementia & some “ portion of Parkinson’s ( shaking ) I’m on chronic medication . Retried On 2 separate times today . Together holding d for more than 2 hrs in total . Eventually I gave up . My utter frustration trying to get through to any agent to day being Monday . Seeing I have lots of chronic meds . I even tried chronic line on the second attempt . . all it says Agent will be with you shortly . I need an urgent extension on my meds . For main main member As well my self . Seeing I’m leaving to go overseas until 14 th June . I was advised by my pharmacy on late Friday afternoon to call discovery As I could nt collect my current meds month supply of multiple different meds . Due to the time line . Which incl for daily seizures as well . I would appreciate it if someone from complaints can urgently call me back on this in the n ct 30 min . Im leaving to go to the pharmacy in the hope . That when I arrive . By then discovery has contacted me . I’m the “SECOND Member “ The call made at me made Mr I cannot handle stress@ all CMPSTD is another diagnosis Regards
4 replies
16 months ago
Unbelievable good service . Noni from kzn customer service
G”day compliments department. My apologies in advance for the poor use. Of English & grammar. It’s due to my dementia. Kindly please bear with me , regarding this matter. Seeing I have dementia, That being said : Firstly I Would like to take the opportunity , to share an outstanding experience. I place call late yesterday 17 February afternoon. To Discovery client service. The call duration lasted , from 16.51- 18.21 pm Which I apologise for . Related to medical billing An Agent Noni from customer service base in KZN answer my call . Due to long history related to the query , plus taken into account. The challenge i experienced, daily with Dementia. I had provide her with the full background information. Noni was extremely professional , and patient, polite , paid attention l all the time . Straight away I felt at ease , and comfortable Noni The tone and warmth of her voice is smoothing . Although I never met her . Noni made me feel like , a person that matter. I had her full attention all the way during our call . Noni Quickly understood , the for reason of calling in. And could heard how destress I was to resolved the matter. With no time waisted , she refer back . To the notes,emails and history of my query on profile . While doing so Noni kept me updated , every step of the way. As she had to put me on hold at times, asking my permission. Because she had to y Reach out to another department for information. The first time unfortunately there was no answer . Noni reached out a second time , this time it was successful. The feedback I received was precise. Including to when ,and who resolved it . But seeing that Noni could resolve it . I’m now confident and extremely impressed. With the unbelievable highest level of service I received. At no stage did Noni rushed our call. Even although she was suppose to leave at 6pm. Our interaction lasted beyond the time of her day ending at 6pm. But she continued until my query was fully resolved at 6.21pm. In a casual question I asked , when does her day end . That’s when I realised and felt guilty, for her extra time she gave . Meeting my expectations as a client. And going the extra mile beyond her duty of call. It’s seldom that one finds such service. I myself was a Excutive for 4 years at my previous company . The call centre manager . Reported directly to me . Therefore I have first hand knowledge .What is expected from agents and client interaction . Including Maintaining high service level and expected daily targets set . From Calls queuing , abandoned calls , dropping & listening in calls . To rated the quality performance & grading for purposes. Which is taken into account during Appraisals time . To be fare and honest, to Noni and myself . Definitely would have rate her at 10/10 If possible it was possible 10+ Should you have any doubts, pull, the call . You would agree with my rating . Because of 4 years of first had knowledge, standard plus exceptions . And maintaining standards regarding call centre operation. For to give such perfect score. You would have to tick all the boxes for me . Noni is truly an ambassador for , the Discovery brand 110./. My hope would be that , she will get the recognition and acknowledgment from her direct line Manger . As well to inform Noni of the compliment , please As this type calibre and experience, in a person like Noni is invaluable to company. The investment and experience & training is a HUGE credit. At end of the day the last interaction the client have . , wether it’s bad or good . That’s the impression the client is left with . This point high lighted & emphasis over and over again. During refreshes and training courses . The call of Noni yesterday is a text book excample. Of how clients service , should be performed which was flawlessly. Once again thank you. Noni for the outstanding service . Regards Andries Kruger
1 reply
22 months ago
A Star ⭐️/ Zano - customer service in Port Elizabeth Ref 884314723
Dictated - Dementia To who it may concern/compliments . I would like to pay the biggest compliment to Lady , called Zano in Port Elizabeth in customer service . Around 3.10 pm today ( Thursday) ref 884314723 I called in for help due to my disability. Zano was ery !! friendly , patient, knowledgeable, and extremely professional. It’s in a call like this , that one can see how customer service training. lts a investment in the brand itself . Because at the end of the day it’s the last impression .That we as the client takes away , whether it was good or bad. I was looking for documents with authorisation and number related to the 4th of October last year . It’s highly relevant for my new application toRules Exception for a possible consideration to Discovery special review panel for help. It’s related to my extremely bad vision . By having the 4 October 2023 auth number , it would assist the panel . The historyI’m referring too. Related to mail I’ll be sending soon . I’m going rate Zano 10 out of 10 . The main reasons i myself worked as a manager in a Call Centre . I know about the queueing of calls.( plus abandon calls) . Screening of calls , listening in on calls them & grading them . There performance ( appraisal every 4 th month Zano is huge credit to the brand of Discovery . I would like to please have her direct line manager aswell Zano being informed . And recognise her contribution ( during appraisal times) Zano is truly a star⭐️ You may contact me at a time .Should the need a-raise Kindest regards Andries
1 reply
24 months ago
Outstanding service Zash Suthiram & ZETHTQ - 2 Discovery chronic dept Agents
Dear Discovery Cronic department I would like to pay the compliment to 2 special lady . One lady name is Zash Suthiram iwho is located in KZN The conversation took place at16.32 until 16.40. Today being Tuesday 12 th June 2024 . Infact earlier today and I dealt with another agent at 14.15 - 14.32pm who was first agent named ZETHTQ. Unfortunately I do not know, in which province she located . I received excellent service from her aswell , although she let me down a little bit . Toward the end of the query . Due to that fact , I can only rate her 8.5 /10 .( referring to her contacting Dischem Cresta-Jhb.and then afterwards . To provide me with an update ) To be fare and honest to myself , I must compliment her as well . But the 0Big Star 🌟 of the day “‘ is definitely ! Without any hesitation . Is The second agent” Zash Suthiram “ who I spoke to at 16.32 seeing that unfortunately I had to call in for the second time regarding the same query of today . It’s great when deal with ( both agents ) who were very highly experienced , friendly , experienced , approachable & extremely professional at all times . Each of them gave me the opportunity to bring the details , and background to lite for assistance from Discovery I needed. As well Fully understood and will no time waisted . Knew how to resolve my query . Both of them put me to ease instantly . The expectation that Zash created. By informing me that she call Dischem and give me feedback with in 30-40 minutes. When she call she did inform me that going forward both Discovery aswell Dischem . Will be in touch with each other , tomorrow being Thursday the 13 th. Therfore Zash fromKZN ticketed ALL the boxes on my expectation & client service 100./. 10 out of 10 I fully understand it’s extremely high . But Zash truly deserves it , with at any hesitation. Credit to Both Agents for being ambassadors for the brand name . My hope is that this compliment be brought to their attention. Aswell there Managers. You’re more than welcome to, contact me at any time . Kind regards Andries
1 reply
26 months ago
Pathetic service chronic department- client health at risk
Att: senior Manager at Chronic department ! I would like to take this opportunity. Point out how pathetic and unprofessional services I received this week from the chronic department. let me give you the following information , recently Discovery changed over from Medi Express . Which no longer exists. End of January I went to Dischem to collect my monthly chronic medication as per normal with no problem at all . This I’ve been doing for several years . And never has there been there a levy or , on collecting this medication . Nothing is changed on my scripts , which every six months is just a standard procedure to have the renewed. That being said I went in the beginning of March to collect the collect February medication at Dischem in Cresta. I was told that I need to pay R321 as a levy . I could not understand why ? I was charged a Levy , the pharmacist told me that it’s now part of my Meds. At th time I was highly irritated, as my year benefit began on 01 Jan2024 . As I mentioned that in January 2024 Medi express still processed my Medication and there was No levy . Which was correct . Its ONLY being since they ended their serves with Medi Express and handed over the duties over to Dischem , My regular collection point . Which is Dischem Cresta . Because I was pressed for time , paid the fee and left . However when I return last at end of last month . Again I was told about the R321. OO. I refuse to take the 2 items which is Psyqust 25 mg & Serqoquel XR 50 mg and asked them to reverse it for now . As I was going approach Discovery Chronic dept. And get to the bottom of this , for you once and all . I reached out to last week Tuesday 02 March 2024 at 8.15 am. I dealt with an agent Owen , who was very friendly and quickly to understood . What the situation were . After explaining to Owen that this the problem , and that I was forced in February to pay the a levy . Owen confirmed definitely I should NOT be paying at all . As per normal I had FUll cover, on ALL my monthly Meds . I then arrived at Dischem to collect the 2 item . Seeing that I can prove that I approach Discovery that morning . Seeing that I’m out of this Chronic medication by now . Which was brought to Discovery attention . Yet again I was told Of the Levy . The pharmacist Manager Riaan called the Chonic department .And was on the call for about 20 min . At the end he explained to me . that apparently a call needs to be logged to a Case Manager. Which I could not understand , because what is the case manager going to be doing with this. I’ve never had to deal with a case manager , and that I would have to return on Friday , Saying that the agent told him that call was logged and Friday would they have resolved it .4 full working days ) keep in mind I have no meds by now .) Riaan approached Discovery on Friday morning , then he was told no that it still has not been resolved. And that he should wait for another four hours . And that Discovery will call him . I received a call on Saturday morning from Riaan at cresta Dischem . He explained the matter and feedback of Friday . I was absolutely dumbstruck that such of such pathetic service , and the risk of putting a patient health in jeopardy. I’m out of medication now , and no case manager which has resolved it . As as I mentioned for four days nobody could actually look at my Levy issue . And knowing that it’s a chronic situation. The most important thing is that I do not have any medication at the moment , but yet through the red tape nobody has actually attend to my case as mentioned on Tuesday morning . At which time the call Agent confirmed clearly there is No levy t to be paid . and there was an error in a month before when you were charged for it . All you need to do , is go back to Dischem and collect your medication . I would request the Discovery gets the act together on this coming Monday 8 th and resolve this immediately .and actually call Riaan or Wendy ! At Cresta Dischem and resolve this issue. As I’m NOT going keep running around and deal with incompetence people at the chronic department. If the case is not resolved. The next step would be . I will be sending a letter to the CEO Mr Adrian Core office , to bring this to his attention. And believe me that this will happen by C. O . B in n Monday . Hopefully then the chronic Department can explain the situation to Mr Core himself. I cannot believe how pathetic and unprofessional the service is regarding medication . From a department like chonic at Discovery , which in the past when medi express was used . There was NO problem. It”s only now once they’ to no longer useing Medi Express . That these issues are arising with clients. And even after 4 days a so called case manager has not looked at it . why that should be the case. There’s no need in the first place . As it a clear cut situation. If Owen could already on Tuesday confirm that there’s No levy . Why should a case manager get involved . ( it’s a total waist of time ) Yet at the end of the day the patient ( client ) is inconvenience . And especially which chronic Meds one , is supposed to take on time every day . So far it’s been 6 day . Monday will be my 7 th day . Well done y chronic department . Therefore it seems that only intervene is the CEO office intervene for an explanation . To why a client health is put at risk . .
2 replies
27 months ago
Exceptional Client service from Louranco Auth dept & Charnelle customer service Eastern Cape
Good morning Compliment department I would like to pay a big compliment to 2 agents one at the client service the lady in question is Charnelle l from the Eastern Cape As she answer my query that called in for . I found her to be extremely helpful, knowledgeable , friendly , as was great to have the interaction between us . She understood right away what I was ref too. Her experience shine through like a bright Star ⭐️ Charnelle archive and says she excelled actually in assisting me was extremely friendly and knowledgeable appreciate . approachable , friendly and professional at all times . Ref. 871070477 early evening Tuesday 12 March 2024 Later on I was referred to Authorisation dept in the Eastern Cape . An extremely friend agent called Louranco assisted future . This was Tuesday night the 13th March 2024 .at 18.30 pm I only had a hospital auth number that was give to Dr Bernard Wolf Practice . For a Retinal detachment emergency operation for the next morning be 2 March 2021. As it was not done on a PMB form, but via telephonically - This document that was no where to be found . Seeing that I thought a PMB form was sent from practice to Discovery . Louranco was highly skilled , knowledgeable , professional , patient excellent in customer service . And kept me updated every few seconds all the way . No time was lots . As one could clearly understand how experience & Professional he was . I was extremely impressed with their service received from both agents . Ref 871071321 Tuesday 12 March 2024 , around 6.30 pm and just after 8 pm again Ref 871071321 Therefore ….. I would really like to give a HUGE compliment” 💫⭐️ . I must recommend and give the highest possible praise for the service Louranco was like “ super man” lol, very efficient and fast . With in a few seconds he actually located documents and supp**** me with additional Specfic details . Which highly impressed me , I could tell that he had a lot of experience and was well trained . The document were mailed to me . The this when a client gets really impressed , he sent as far as to actually . To do a follow up call around 8pm . It’s not often need it en as far as actually calling me back , It’s very seldom that one gets such amazing serviced from two agents in on the same query together . My honest ( rating ) appraisal is that each deserved a Rating of 10//10 . I know it’s high . But to be true to myself and them I stand by the rating for both agents . I myself was a manager at a call centre before. Therfore they know what the processes , are listening to calls , queuing and be dropped affect the department over all performance for the day. Charnelle and Louranco from the Eastern Cape are true ambassadors for the brand of Discovery . It’s was my honour to had the privilege to be assisted by both Agents . 🙏 I’m request that the agents mentioned , aswell their” direct line manager be inform .” Regarding this compliment . Well Done ! Discovery for have such amazing representation via the agents that works with your clients . I “ m extremely proud to send this acknowledgment to 2 amazing individuals . Kind regards Andries
1 reply
27 months ago
Brilliant customer service from Sanele Gumede from Durban
Compliment department : To whom it concern . I’d like to pay the “ Biggest compliment “ possible to an amazing lady. If I may I would like to give you a little bit of a background . I called in earlier this afternoon then Tuesday, the 13th of March around 3 pm , looking for a document dating back to March 2021 . The dealt with Sanelle Gumede from Durban client services . What a lovely pleasant, warm, kind person . After explaining Sanelle was was very knowledgeable and extremely efficient. . Sanele was was very patient and Highly professional at all times. Nothing was too much for her . I felt at ease with her gentle assurance at times . She kept name updated at all times while searching for the documents. Discovery I must be honest . As a client I received outstanding . No .. intact it was ..Brilliant !!! Customer service . Its agents like Sanele that project highest possible image to wards the Brand of the company . I trust that Discovery will acknowledge her excellent contribution to her department . And in return look after agents that excel. As it’s an investment in itself . I can’t say thank you enough Sanele Gumede from Durban customer service . ***I’m going rate you the highest that is possible 10/10 As I truly can’t fault you in any manner what so ever If I could , I would do a 11/10 Because that is the true rating . My hope is that Sanele and aswell her direct line manager be informed regarding this compliment . When it comes to appraisal time , to bare this in mind . I salute you . Sanele you impressed me greatly . I can’t thank you enough. We as member are quick to moan and complain. But seldom take the time to say thank you . For the effort and “ extra mile “ the agents go for us at times like today . . Well I’m saying you a “ Super Star 🌠💫 “ Sanele Your department can be proud of you being part of the team . Kind regards Andries
1 reply
Review Distribution
5 Star
27 (55.10204081632653%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
1 (2.0408163265306123%)
1 Star
21 (42.857142857142854%)