Ivor Jones

[Ivor Jones @IvorJonesKenya]

@StanbicKE 13 days already. How much is "some time"?

[Ivor Jones @IvorJonesKenya]

@StanbicKE How bad can a bank be?

[Ivor Jones @IvorJonesKenya]

@StanbicKE Several recipients of my original escalation email appear to have deleted it without reading it. That perhaps helps explain why, 13 days later, I still cannot get a resolution date.

[Ivor Jones @IvorJonesKenya]

@StanbicKE Stanbic Internet Banking has prevented me accessing my beneficiary data for 13 days.

[Ivor Jones @IvorJonesKenya]

@StanbicKE Stanbic's own Complaints Handling Procedure tells customers who remain dissatisfied to escalate to the Head of Customer Experience or Chief Executive. I did exactly that. Neither has even acknowledged my escalation

[Ivor Jones @IvorJonesKenya]

@StanbicKE An update promised by yesterday never came.

[Ivor Jones @IvorJonesKenya]

@StanbicKE It took 11 days just to issue a maintenance ticket.

[Ivor Jones @IvorJonesKenya]

Thank you for the ticket reference issued after 11 days. However, the key question remains unanswered: will my beneficiaries be restored by tomorrow 30th September bearing in mind this has already been outstanding since 18 September? Please confirm.

[Ivor Jones @IvorJonesKenya]

CBK’s published complaints guidance says that where a bank complaint takes more than 7 business days to resolve, the customer should be advised accordingly and given a resolution timeline. I have requested exactly that timeline and have not received one

[Ivor Jones @IvorJonesKenya]

@StanbicKE On 18 September I reported that Internet Banking had lost all my saved beneficiaries. Ten days later, despite repeated follow-ups, Stanbic still cannot tell me when they will be restored. “Technology” is investigating. How long should a customer reasonably wait?

[Ivor Jones @IvorJonesKenya]

@Safaricom_Care @katahek What don't you inform your subscribers? Truecaller indicates the number 0709303000 is KANTAR and has many spam reports

[Ivor Jones @IvorJonesKenya]

@SafaricomPLC I have been trying since Monday

[Ivor Jones @IvorJonesKenya]

@SafaricomPLC my roaming is not working and your customer complaints section on Twitter just stopped doing anything from 48 hours ago.

[Ivor Jones @IvorJonesKenya]

@SafaricomPLC I have been travelling around UK.
Please stop guessing and find a solution. Perhaps it is to do with the eSIM which I changed to before leaving Kenya.
Moreover I have a second physical Safaricom sim which works

[Ivor Jones @IvorJonesKenya]

@SafaricomPLC Still not working. You have reset the number several times-there is no point doing the same thing over and over and expecting a different result

[Ivor Jones @IvorJonesKenya]

@SafaricomPLC Yes I am connected to Vodafone. I have restarted the phone several times. I have an eSIM. It is not working. I receive only some sms but I cannot send any sms. I cannot receive calls or make calls. Yet another Safaricom physical SIM works well.

[Ivor Jones @IvorJonesKenya]

@SafaricomPLC England

[Ivor Jones @IvorJonesKenya]

@StanbicKE Anyone working in Stanbic? You say you'll reply to emails within 24 hours yet 72 hours later I am still awaiting a response and about to lose my daughter's accommodation because I haven't paid. Your bank is really out of control and has been for some time

[Ivor Jones @IvorJonesKenya]

@KLM All resolved thank you

[Ivor Jones @IvorJonesKenya]

@KLM Hello, your website fir Nairobi says the hours are from 0830-1700 yet the lines are closed. Kindly advise.