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Home Loans Dept

On the 7th of June, I went to secure chat to request for assistance with having the R1000 that was available to be capitalised against my outstanding balance (as the app was not allowing me too proceed)

The banker Nono said they have logged a case for back office to assist.

I check my detailed balance tab today to ensure all is in order as my June d/o is due.

The R1000 that I asked to be capitalised is sitting under a line item written Excess Amount : R1010 (on detailed balance screen on the app)

I go back to secure chat and I am routed to HL desk to Tshepiso, I try explaining this to the person however every time I wrote excess they insisted on access and responding on access, which was not what I asked.

I even responded back stating for them to refrain as I am certain about what I am saying and I just need clarity not back & forth.

The said person Tshepiso disconnected, I am 100% certain they purposely disconnected when I asked for the Homeloans direct complaints email address.

Unfortunately when I received the disconnected message immediately left the app in frustration thinking chat was over.

The chat re-connected to them again then it was transferred to Puseletso whom, without even greeting or asking how to assist, they immediately responded to my previous message. (I was already off the app at this point)

That to me implies that Tshepiso has no mannerism as they could have just asked to transfer the chat to someone else but instead opted to add more frustration on to me. There is absolutely nothing wrong with asking - I would have never objected because I came to the app for the sole purpose of getting clarity!

It’s unfortunate that neither parties above provided a direct email address for complaints as I would have been able to attach screenshot of my issue so I can get actual assistance.