Private Wealth banker misled me on home loan rewards

When I signed my home loan, my banker at the time, Zanele, explicitly promised me two eBucks rewards: • 50% of the first month’s debit order • The full initiation fee refunded in eBucks after three months.

Now, after dragging this issue out for more than a month, apparently investigating, the bank is telling me that because I cannot provide “proof” of a phone conversation, the matter cannot be resolved.

Customers cannot be expected to record every phone call to hold bankers accountable. The responsibility lies with the bank to ensure its staff provide accurate information.

This misrepresentation directly influenced my decision to commit to this home loan, and it is now the third major inconvenience caused by this banker in the last six months, which makes it clear this is not an isolated incident but a pattern of poor service.

I must emphasize: • It is impossible for a customer to “fabricate” such a specific benefit. • The onus is on the bank to ensure staff communicate accurately and consistently.

If this matter is not resolved in 7 days, I will escalate it formally to the Ombudsman for Banking Services.