Standard Bank customers disgruntled over service

A NUMBER of Standard Bank Namibia customers have taken to print media short message service (SMS) lines and social networks to spit fire at the service they have been afforded at the bank.

A number of text messages were sent to The Namibian Consumer, alleging poor service especially when it comes to the customer care.

Apart from the customer care complaints, comments also reflected unhappiness in the various Automatic Teller Machine services (ATM), where a number of clients were not able to make use of their newly issued ATM cards because the cards had not been activated hours after they were issued.

In response to the complaints, Public Relations and Communications Officer, Surihe Gaomas-Guchu said, a newly issued card is supposed to be activated 30 minutes after the card has been issued.

“Standard Bank’s ATM cards can be issued and activated on the same day to the customer. All that a customer needs to do is go inside their branch and apply for a new ATM card, which they receive immediately. The customer can only use the card after 30 minutes,” Gaomas-Guchu said.

With reference to poor customer care allegations, Gaomas-Guchu said customer care is of utmost priority for the bank and thus they provide various platforms for their clients to air the queries, which will be attended to.

“As a customer-centric bank, customer service is a top priority for Standard Bank Namibia. For any customer service related query or complaints, we advise our customers to contact our Customer Contact Centre on the toll free number, or speak to us directly through Facebook or Twitter.

“Standard Bank Namibia has a dedicated national service team within the bank who deals with customer related queries directly or via email. Their work is primarily focused on enhancing good customer experience through improvement of all levels of service delivery across channels and business entities as well ensuring more efficient complaints resolution nationwide,” she said.

Some of the Facebook and text messages from Standard Bank customers read as follows:

“Standard Bank, your incompetence is getting worse by the day. SMSes were sent out today, regarding overdue credit card accounts. I knew I am definitely not overdue, thus called your bank, waiting minutes on end for replies, being cut off twice and trying to find someone who can help me. This whole operation took me approximately one whole hour. At the end, the excuse is that mass SMSes were sent out and they do not know why? Real good customer service – moving forward.”

“Never in the 20 years of having banked with Standard Bank have I received such pathetic service. I am strongly considering closing all my accounts and moving to another Bank. With a credit record second to none, yes second to none, and having worked for Standard Bank did I expect to be treated as if I started banking with them yesterday.”

“I am sitting in the bank and this is my fourth week that I am trying to open a savings account but it seems that if you do not know someone at this bank you are not getting helped. What a shame this is.”

“I so f****** hate this useless bank, Standard Bank please get the f*** out of Namibia! This morning I got up early to get a new debit card and was told that it will be active within 30 minutes. After one hour it was still not active. Customer service tells me the card is not activated, back to the bank I go because I have all the time in the world! In the bank I was informed that the card was indeed activated but it will not work because over the weekends the ATMs can’t communicate with the bank in case of new cards… Why the f*** not tell me this when I was there this morning! The alternative? I must withdraw money in the bank. So I must again go stand in line to get money because yes, I got all the f****** time in the world! People I’ve been with this bank for 13 years and all it does for me is frustrate the living f*** out of me.”

“Please do not give your money to Standard Bank, this bank is, in my humble opinion and experience, useless!”

“Standard Bank is not making things faster, in fact, it wants to slow you down to a point of getting a heart attack! Is this the same with other banks? Must I bere (hide) my money under the mattress? Please standard bank change your slogan to Standard Bank, the slow mow bank!”

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