Disappointed

I am extremely disappointed with the service I’ve received.

On 17 February, I called well in advance to request an extension on two personal loans due to financial constraints. I made a point of calling early so everything could be arranged properly before the payment date.

Only one loan was processed. The second was not, and despite repeated attempts since Friday to resolve the issue, it remains outstanding.

Today I called again to follow up and was told the system is offline and nothing can be done. As a result, the full amount will now be debited from my account, and I am being told that I must call back to request a refund — for an error that was not mine.

It is extremely frustrating to do everything correctly on my side, only to be left chasing resolutions for mistakes made by the bank. Being told “sorry, there’s nothing we can do” when the issue was preventable is unacceptable.

I have been a customer for over 10 years, and this experience has made me feel completely unsupported at a time when I genuinely needed assistance.