Strike 2, Standard Bank
Today Standard Bank makes it back onto this blog. This time it is definately their fault (before the issue was subjectively their responsibility). Let me start off by saying, at a rough calculation I pay SB over R1000/month if you add up the fees and the interest, so mentally I guess I consider their level of customer service to me should be better than my insurance provider, better than my ADSL provider, better than many things I pay for every month. I have a current account, a savings account, a credit card (well, two, but only one account), a revolving credit facility, and I have just financed a car with them. Sure, that total fee is a bundle of services, but, let's pretend we should get pretty good service, for one or all.
My (and Mandy's secondary card attached to the same account) credit card expired at the end of last month. I knew it was coming because someone pointed it out about 2 months ago when I paid for something. Now, between FICA, and electronic stuff like Internet Banking, Standard Bank knows where I live, and they know how to contact me, by phone, email, and post (I even get my CC statement as an email, which they phoned me less than 2 months ago to arrange). Except the Card Division (I have had issues before with their absurd relationship with their Card Division, they may as well be an entirely different company). They sent our replacement cards to Grahamstown. My old preferred branch, I changed my preferred branch to our local branch, at the beginning of the year. So we don't have our credit cards, we can't use them to spend money, and ultimately Standard Bank is losing out on business (as is their provider, Mastercard). Luckily, the Claremont branch (after spending about 45 minutes there today) jumped on it to sort things out, and get the Grahamstown card cancelled, and have a new one posted to their branch.
I got a very nice apology, verbally, and later on the phone, for the mess up, Claremont took responsibility for the mess up, and the supervisor is going to manage the issue herself. But, something Kyle and I have discussed before, you, as a customer should not forget that when a company does the equivalent of cutting your arm off, and offers you a cloth to wrap your stump up with, they started off by chopping off your arm. Sure it puts a company at a disadvantage, but they should not have stuffed up in the beginning (and I hold Banks to a higher standard because they deal with people's livelihoods, and they are legally obliged by FICA to be on top of their game). South African's are generally quite accepting of poor service and being stuffed around, often ending up quite taken back when there is effort to repair damage done (thankful, even).
I am happy that SB managed to start the ball rolling towards a solution, but it doesn't get back the 45 minutes I spent there today, it won't give back the 30 minutes or so it will take to pick up my card when it arrives, and it certainly won't get back the 5-7 working days I will not have my credit card to give SB money, and buy nice things. How would you treat a customer who gives you over a R1000/month? What bank in South Africa actually gives good service, because everyone I speak to has the opinion that they are all as bad as each other? I know I have been dreaming of walking into SB and closing my accounts, to move to someone who would welcome me, and work hard to keep my accounts. Even if that doesn't happen now, I know the day will probably come when I get to walk in, and say "Hi, I would like to close my accounts, and inform you that your poor efforts to surprise me in the past has lead me to the decision of not using Standard Bank as my business's banking partner".
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Dude, I'm not sure you can honestly add the interest you pay SB to the service fees and say they owe you R1000 worth of service. Because, quite literally, you owe them.
You are arguing that SB provide a money lending service, and that the interest you pay should ensure due customer care.
According to your argument, this is comparable to an ISP providing internet access for a fee.
However, with an ISP, you pay the service fee upfront, and then they provide the service.
With the bank, they provided the service first. You got your money to buy a car, house, whatever. Service provided.
Now you are paying for the service in arrears via the interest.
The value of customer service only amounts to the management and service fees that the bank charges you. I ouldn't expect outstanding service based only on those monetary amounts.
That said, I totally feel your pain. SB screwed me about when I tried to get a new bond, offering by far the worst rate of all the banks.
Seeing their contempt for me, I was determined to migrate all of my accounts to Nedbank. This was during their "we'll give you a R700 bribe to switch to us" promotion.
Clearly though, Nedbank also sucks because after I phoned them and indicated how keen I was to open one of these accounts, I was told a consultant would phone me back.
I'm still waiting for that call.
The only way to get decent service is to have a private banking account with an entity like Investec. Those guys jump through hoops for their clients, and they don't charge service fees either -- but then, you need to have a lot of money to invest.
SB just emailed me to say "why don't you start using emailed credit card statements". I replied back with the fact that I _already_ do, and that they called me and arranged it.
I seriously wonder about their CRM system. If they even have one?
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I felt a sense of déjà vu whilst reading this blog. Not only am I dealing with the same Claremont branch, but even the same people!
My issue with them is complex and multiple. I won't go into every detail to save reading a lot.
In summary:
They lost the original forms related to setting up access to my mother's account.
When I returned to inquire, the counter staff were most unhelpful and did not provide me with all the options available.
Setting up internet banking was a mission. They ignored my request not to be sent promotional material (twice).
They advised me that I could manage and set up new direct debits on the internet, which is impossible for this bank, but possible with other.
They forgot to set a payment limit on the account, so it was unusable from the start.
I couldn't find the commercial account I had to pay - it was missing from their system and had to be set up as a beneficiary.
Standard uses a one-time password system which either goes to e-mail or your cellphone as SMS. (You cannot set up internet banking without a cellphone number either) When requested, the passwords never arrived after waiting more than an hour. In fact even today they never arrived. I had to change to SMS to get anything.
The passwords use a system of 'send time' to identify them. However the send time doesn't match the one requested. In fact the most recent password is the one needed and not the one send at any particular time.
Any delays in sending these passwords means the whole internet banking system terminates on you, which means you have to request yet another password. These are over and above the three passwords needed to get in to the system in the first place!
There is not notification that a session has expired. You only discover this when clicking on a page results in NOTHING. Friendly it is not.
This is supposed to be the NEW, IMPROVED design as well.
I give it ZERO out of TEN.
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Having read all the posts here, I am exceedingly glad that my savings account is with FNB (a bank which bends over backwards to assist me and with which I have had not one days trouble in over seven years)
I have just noticed this morning that my STD Wank credit card is nowhere to be found.....wish me luck in trying to get it sorted out here in Johannesburg where nothing happens without a bribe!
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If you don't have many banks to choose from, they have no incentive to change their business practices - they know that you need them - so they can act however they want. All you can do is pass along your concerns and hope the bank changes policy. If they don't listen, then try to take your business elsewhere.
Setting up internet banking was a mission. They ignored my request not to be sent promotional material (twice).
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Hi, its nice that though in the initial stage they have made mistake but than they contacted you and rectified the same and that too in good approach. All the business entity should have satisfied customer else they have to lose their business.
The same situation might have been experienced by many of us in general it was a practice that the government bank do not give as much facility and service as a private bank provides. It is among the private bank which involves tough competition, month end target and satisfied customer like lot of definition exist. They are there to win the vote of the customers. Hope every individual and the company has different necessity so each of them should stick to the bank which suits them. Hope than the problem will be solved by itself.
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