Standard Bank ATM swallowed my card again. I’ve blogged about this before.
I’m not in the mood to share all my pain about this, but the following is clear:
A) The maintenance quality and maintenance process for Standard Bank ATMs in Cape Town is shocking.
B) Standard Bank don’t care. In all the time I spent on the phone today, nobody was interested in which ATM caused the problem or making sure that other people don’t have the same experience.
Fucking muppets.
ps. Lifestyle Centre, Kloof street.
Good Morning Joe,
I am responsible for Self Service Banking at Standard Bank, including ATMs, and am very concerned and highly apologetic for the terrible service you have been subjected to. We would like to remedy the situation as soon as possible and therefore will contact you this morning at 8:00 AM to find out the details of what happened. I would happily contact you sooner, but am mindful of not disturbing our clients too early. Please, however, do let me know if you are available sooner and we can then take things further.
In general, we have experienced extremely high levels of vandalism to our ATMs in the Cape Town area and have a structured plan to try and systematically address this. The problem is so severe that certain ATMs could be attacked and repaired twice in the same day. The vandalism often results in the next genuine customer using the machine experiencing a technical fault. Be that as it may, what you experienced is unacceptable according to the service levels we aspire to and will be addressed! Again, I apologise for the bad service and extreme inconvenience to you. Please feel free to contact me directly in future if you have any further issues.
Regards
Itumeleng Monale
Hi Tumi
Thanks for the feedback and the wakeup call.
ps. If you want to phone me, please enable caller id.
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From.. @StandardBankGrp:
@swimgeek We have upgraded the software on the ATMs in the centre you experienced a problem with.
Vandalism or software?
This reads like BOFH excuses of the day.
Next it will be something like: “Recursivity. Call back if it happens again.”
Just to spell it out.. why did nobody at standard bank care which ATM took the card?
There is a massive disconnect between the people who service the ATMs at the people replacing cards.
This is a total common sense failure. Find the problem, fix the problem.
Standard Bank seems to think: cards are cheap, who cares about fixing the problem or time wasted.
Why was that ATM still happily swallowing cards a week later?
Now, what are the odds I’m going to get billed for the replacement card? ..like last time.
Just got a text from Std Bank to collect my card. Got a 2nd text saying I need to bring a company letter head.. this leads me to believe they canceled my company card too.
All sort of fun. Stay tuned.
Just had a long chat with Tumi. I think we all understand the problem now.
He agreed they need to improve the process of detecting mechanical problems.. and fixing them.
You can imagine how impressed 2010 soccer fans are going to be when their credit cards get swallowed.
Update: The ATM that swallowed my card is still broken.. it has been for the last two days.
Tumi claimed to have sent maintenance people to the ATM. He must be confused.
15 days later they have still not fixed the problem.
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