I think it is important to preface this by saying: Shit happens. It will happen at every bank, every online retailer, every restaurant, no matter who you are or where you go. What separates the good from the bad is, and always has been, *how you fix the problems when they happen*. Unfortunately when greedy business practices become institutionalised and the institution chooses to tie the hands of anyone trying to remedy the problem, well then you are left with little option but to walk away, with your money.
Strike 1. When all other banks are offering SMS updates for free you choose to charge customers.
Strike 2. You offer that service free to your private banking clients, ignoring the demographic that represents the bulk of your income, and instead decide to charge them even more.
Strike 3. As a customer with a Standard Bank home loan, vehicle loan, cheque account and credit card I am patently aware of how much money you make out of me every month. When I speak to the most senior person I am deemed fit to speak to (not actually the bank manager) I am told that even the bank manager is unable to waive the R17 fee. That sort of hand-tied’ness makes me want to cry.
I could handle greed.
I could handle badly thought out products.
I could handle incompetence.
But I can not handle all three simultaneously from an organisation making hundreds of rands off me every month.
Time to do some bank shopping when I get back.