Voyager on the road to nowhere
IN OCTOBER 2006 Standard Bank announced that it was ending its Voyager participation – despite having debited customers for a whole year. One would think the bank would do this on expiry of the year.
However, Standard would “refund pro rata on the January/February statement”. Well, January and February statements have come and gone but no refund. Perhaps there was hope that many would forget and millions would be made. To aggravate matters, I phoned the bank’s head office to check why there was no refund. The “Customer Services (sic)” person didn’t even know about the scheme cancellation but would find out and call me back.
This was at about 09:00 on Tuesday. At 15:30 on the Wednesday I called to find out why my call was not returned, deciding to go to higher authority. Of course the CEO was not available, his PA was out, the manager (a Len Stander) delegated to handling complaints was not available.
And his secretary said they were still waiting for a response from the department concerned (what an effective head office). She then just put me back to the service department without a word. They promised to call back that same day (after all my calls) and did eventually, to say I would be credited the next day.
Of course, if a customer didn’t pay on time, he would be charged interest, hounded and probably blacklisted. The advice – not a good choice of bank – and check you got your refund!