Bad service!!!!!

On the 6th of June we went to our branch in Woodlands Boulevard Pretoria, asking for assistance on our loan account. We we refered to the loan Dept by the consultant, and spoke with a girl named Harriet. She said we should email the paperwork, copy of ID, UI19 as well as affidavit stating that my husband is without a job, and only receive UIF.

Did that, after a week I mailed again asking what is happening. No answer, Emailed 4x again, still no answer. In August we went to our branch again, asking again what is happening. All of a sudden this girl has vanished, and no record if our request. We again request, still no answer. On the 13th September, we got a call from the loan Dept, stating we are one month behind. My husband explain the situation and this man made arrangements with us, stating that they will deduct half end of Oct and the other half end of Nov.

Saturday morning my husband says that there is something wrong with our account. After investigation, I saw that they have deducted a double payment. We went to the branch in Kolllonade, asking for assistance. The consultant tried, after 10 min got so irritated, moved us to another phone and says we must hold on for assistance. Half an hour still no reply on the phone. I asked if we could speak to the manager. We were referred to Samantha Severs, team leader, who assisted us, also emailing the loan Dept. This morning, I emailed again, asking if their is any news. Got a mail back from Frans Mojapelo, saying we do not have extention. I again explained that this has got nothing to do with extention, we are talking about their arrangement with us, and not keeping their side. This was then refered to Reward Kemmay.

My question: How many times for we as a client have to go to the bank asking for assistance, mailing, phoning ect. The bank slogan says :: How can we help you! Is this the way they help???

I am so frustrated after almost 4 months, constantly going to the bank without any help.