Disgusting service at Durban CBD - Consumer Complaint for Ithala Bank

Good Afternoon

I trust this mail finds you in a better mood then me.

I am beyond being dissappointed with your branch and staff at the CBD Durban, infact im disgusted.

I went to your branch last month to withdraw money from the investment was informed that they couldnt realise the money because there were no employees available to sign cheques.

I requested to speak to the manager as consultant 1 as today told me there was nothing that can be done.

An elderly lady who later introduced herself under the surname Xulu apologised and told me the only option possible was to remove the R5000 in cash which i needed and the rest collect as a notice maybe by the time i return the cheques could be available.

I agreed because she had gained some form of trust from me in the manner which she spoke to me.

Today i requested to leave work early as I had been trying to call the call centre and no one picked up my call to confirm a date when my money would be ready.

I arrived at the bank 14h12 was seen to at 15h20 by consultant 2 who after i had greeted and informed him id like to find out when my money would be ready, laughed and asked which money?

He tell me i will need to put a 32 day notice to recieve my money back which was supposed to be a month ago and was not done.

I asked to speak to the manager he informed me there was no superior available and gave me the same call centre number to go home and call.


My questions to you are:

1)where is the assistance in your bank?

2)Why should I take days off work for my money?

3) Your consultant told me not to come to the bank until I am called back , so regardless of why I need my money and for what purpose is irrelevant to him. If you were in my shoes what would you do?

4) Should I now go to another bank and borrow money for my fathers ceremony?

5) Should I embarrass my family after inviting relatives and cancel a function because your employee failed to do his job.

I would like my money paid back within this week because its has been an inconvience from day 1. Unfortunately I cannot afford to take any more time off work. I work 45 minutes out of the City centre.

Should you decide to call please dont call me with an apology all I want is my money and I promise you, my family and I will never set foot at any of your branches ever again.

I will also lay a complaint with the Ombudsman and anyone who will be willing to lend me an ear.