We’re Not Just Numbers

PLEASE allow me a space in your valued paper to address an open letter to the Chief Executive Officer of Standard Bank, Theo Mberirua.

Lately I’m encountering controversial deductions from my account. I had to visit my branch frequently, spending a lot of time in a queue in order to rectify such mistakes.It already happens that an employee of the bank described my complaints as “onnodige goed” (unnecessary things) during a telephone conversation.These ” onnodige goed” happens to be my money, even if it’s a small amount.On Sunday September 24 2006 I downloaded an account statement from the Internet.To my astonishment the bank had already debited my account with my RCP premium as well as the cost of the stop order.This caused my account to exceed the limit, which in turn triggers an over limit fee of N$110.00.I again approached a consultant at the bank to address the matter, who in turn offered to consult with her manager.It appears that the bank’s computer reverts all transactions made on Sunday to the Monday, leaving me with the only prove that such moneys were indeed deducted on the Sunday.It seems that, if it wasn’t for my statement, there would have been no proof that such an transaction took place on a Sunday.Is Standard Bank keeping such things secret, and for what reason? The result? To Standard Bank’s luck, the Monday happens to be a holiday in South Africa, of which we were unaware.I think the Manager in question couldn’t believe his/her luck.This also means that the bank chose to ignore the fact that the deduction took place in advance.This also means I’m losing my money only due to a technical point and again pure luck on the bank’s side.Subsequently, business with the bank will take a step back, as it is usually the case that the computer will deduct a point from me.In previous cases where I was on the winning side, I was told that nobody could do anything about it, even if it was the bank’s fault.Technology is determining a client’s value these days.I was informed that the bank is under no circumstances going to reimburse me the N$110.00, despite my threats that I’m going to go further by addressing a letter to the press.My bluff was called and I now had to be true to my word.I’m sure the over-limit charge is excessive.N$110.00 for an over-limit fee! Where are the days when bank managers were able to take responsibility by giving the client the benefit of the doubt in controversial issues like this, instead of quarrelling with them over “onnodige goed”? It happens to be only “onnodige goed” when the bank is on the losing side and pressure is applied.It also seems that since bank charges are in the spotlight, we nowadays had to scrutinise our accounts for possible “irregularities’, even if you know you may not win the case against the bank manager’s rationale.As clients we are trying hard to adhere to the bank’s rules in order to stay within our limits.This also means that we are trying to make ends meet by not going over the limit.The banks are not doing us a favour by deducting their premiums over weekends and making it more difficult for us.Does it mean that other institutions may deduct money during weekends too? What we need is not to be considered and treated as account numbers.We are supposed to be dealing with people.Not to attacking or defending a computer’s decisions.The manager in question didn’t even suggest an appointment.Is this what clients are worth? Or is it only certain clients? I still want to do business with the bank and hope that I will not be victimised following this.The consultant, only known to me as Caroline, was very helpful.Thank you, Caroline.A.van Wyk Via e-mailI had to visit my branch frequently, spending a lot of time in a queue in order to rectify such mistakes.It already happens that an employee of the bank described my complaints as “onnodige goed” (unnecessary things) during a telephone conversation.These ” onnodige goed” happens to be my money, even if it’s a small amount.On Sunday September 24 2006 I downloaded an account statement from the Internet.To my astonishment the bank had already debited my account with my RCP premium as well as the cost of the stop order.This caused my account to exceed the limit, which in turn triggers an over limit fee of N$110.00.I again approached a consultant at the bank to address the matter, who in turn offered to consult with her manager.It appears that the bank’s computer reverts all transactions made on Sunday to the Monday, leaving me with the only prove that such moneys were indeed deducted on the Sunday.It seems that, if it wasn’t for my statement, there would have been no proof that such an transaction took place on a Sunday.Is Standard Bank keeping such things secret, and for what reason? The result? To Standard Bank’s luck, the Monday happens to be a holiday in South Africa, of which we were unaware.I think the Manager in question couldn’t believe his/her luck. This also means that the bank chose to ignore the fact that the deduction took place in advance.This also means I’m losing my money only due to a technical point and again pure luck on the bank’s side.Subsequently, business with the bank will take a step back, as it is usually the case that the computer will deduct a point from me.In previous cases where I was on the winning side, I was told that nobody could do anything about it, even if it was the bank’s fault.Technology is determining a client’s value these days.I was informed that the bank is under no circumstances going to reimburse me the N$110.00, despite my threats that I’m going to go further by addressing a letter to the press.My bluff was called and I now had to be true to my word.I’m sure the over-limit charge is excessive.N$110.00 for an over-limit fee! Where are the days when bank managers were able to take responsibility by giving the client the benefit of the doubt in controversial issues like this, instead of quarrelling with them over “onnodige goed”? It happens to be only “onnodige goed” when the bank is on the losing side and pressure is applied.It also seems that since bank charges are in the spotlight, we nowadays had to scrutinise our accounts for possible “irregularities’, even if you know you may not win the case against the bank manager’s rationale.As clients we are trying hard to adhere to the bank’s rules in order to stay within our limits.This also means that we are trying to make ends meet by not going over the limit.The banks are not doing us a favour by deducting their premiums over weekends and making it more difficult for us.Does it mean that other institutions may deduct money during weekends too? What we need is not to be considered and treated as account numbers.We are supposed to be dealing with people.Not to attacking or defending a computer’s decisions. The manager in question didn’t even suggest an appointment.Is this what clients are worth? Or is it only certain clients? I still want to do business with the bank and hope that I will not be victimised following this.The consultant, only known to me as Caroline, was very helpful.Thank you, Caroline.A.van Wyk Via e-mail