THE ST. GEORGE BANKFROM A CUSTOMER OF 30+ YEARSOn 02 February I attempted to make a bPay payments for a bill I have received every year for the last twenty years and have paid without any issues. This time however I was asked to enter an authentication code which would be sent via SMS. The SMS never arrived so I press "send again" and it again doesn't arrive. I press "send again" and it still doesn't arrive and then I'm locked out of my account!After hours and hours on the phone I have failed to have access to my bank account of more than 30 years restored because apparently I've failed the facial recognition test despite the fact I have just done the same test on my facial recognition software without any issues.My question was, when I was able to eventually get through, if you have changed your procedures regarding bpay payments why did you not tell your customers because if that had been the case there is no way I would have tried three times?After failing the facial recognition test I am told I have to go to a branch but unfortunately due to illness I am unable to attend. Despite explaining this to the consultant all she kept repeating ad nauseum was you must go to the nearest branch. It was like talking to a brick wall. No empathy just pure stubbornness on the altar of security. No alternatives offered. Nothing. Go to the branch the only option. What happens if your overseas and like me fail the facial recognition test? In hospital. Incapacitated.The Fraud Section of the St. George Bank is not the solution. It's the problem.I have never experienced such a monumental stuff up and if this is the way St. George treat customers then they need to have a good hard look at their procedures and systems. I asked one of the consultants yesterday that why were we not advised that before attempting the third time to make a payment that we would be locked out of our account the response was security considerations. What absolute rubbish. Any scammers would know that but unfortunately the poor bloody customer has no idea. Never told. How hard would that have been. Why was this advice not given online before your third attempt.So now here I am two days down the track, unbelievably stressed and spending hours upon hours talking to very unsympathetic staff and still can't get into my account to access my account and my money.Disgusting, inexcusable and in my experience unprecedented. The worst customer experience in my 76 years on the planet.
Claim your business profile now and gain access to all features and respond to customer reviews.
