New bank account opening journeyOpening a bank account online

ONLINE AT HOMEOnline at home in front of the pc

Go to bank website (saturday)Go to bank website

New account process initiated

Choose open new account

Logon with existing username and password

Authenticate online banking

Save personal details

Provide personal details

Validation process

Provide application reference number on screen

Open new account

Sms - congratulations + deposit money to win (tuesday)

Card ordered

Sms wednesday to say prices updated from 1 July

Card sent to courier

Sms from courierCcd confirms receipt of your EMV Gold Cheque card, we will

TRANSACT ON NEW ACCOUNT

Deposit money into the account

Tries to transact on Wednesday

Transfer unsucessful

Unsucessful transfer of money to other accountError on screen is a code no description

Cannot add beneficiaryError number on screen codes no description

Beneficiary add failed

Tries transactions again on thursdayCannot fransact. Cannot add beneficiaries

Tries again on Friday

Interactive voice recording

Client service agent 1

Calls client service (6 minutes,2 people)Get through to wrong department. They give me a wrong number

Client service agent 2

Calls client service againSpeaks to 2 people, hold on for 22 minutes.

COMPLAINTS JOURNEY

Tweets about bad account experience

15h00 agent has not phoned

Tweets again

Response that they are investigating

Sends a direct message

Tweets again

Get a response that documents outstanding

Call from courier company

Direct message again

Call from CEOs office Hold will be lifted from account but FICA documents oustanding

Can transact (saturday)