Bank nips system glitches in the bud
Mr Vumbukani said the bank had addressed the issue as well as the double deduction of bank charges.
“This past month (July), the system made double deductions on management fees.
“So, what we did was to actually communicate through SMS to our customers that we are aware of that mistake and would automatically reverse that charge. So we took ownership and the issue has been resolved as we speak right now.”
Asked on the reasons some customers were unable to access funds in their bank accounts, Mr Vumbukani attributed the glitch to the mixing up of the new and old account numbers.
The financial institution issued its clients new account numbers earlier this year in line with the system upgrade.
“Under the new system, we have required our customers to get new account numbers. But we indicated that the old ones would still be in use for the next 18 months,” he said.
“However, we have found out that some customers gave their employers their loan account numbers instead of current or savings accounts.
“As a result, the salary would be deposited into the loan account and not the account which the customer has access to.”
The SLB boss also indicated that they had set up a team to address all the glitches associated with the new system.
“We have established a team that is focused on dealing with all the different challenges related to the new system.
“Any problems that have been picked up by our Customer Contact Centres are handled by this team.”
On allegations that the bank’s staff lacked the capacity to operate the new system, Mr Vumbukani said extensive training was undertaken, adding that it was still ongoing.
“Leading up to the new system going live, we trained our staff to familiarise them to it starting from last year.
“The training sessions were held at the end of working days and continued deep into the night using different methods of instruction.
“But we are continuing with the training given that it is a new system, with its complexities. So, we need to continue to guide our staff on the new system.”
He also appealed to clients to contacttact the bank upon encounteringng problems adding that any challenges llenges they faced needed to be addressedressed at an individual and privatee level.
SLB Chief Executive Mpho Vumbukani.