Terrible!!!!

FORMAL COMPLAINT – FAILURE TO FINALISE SETTLED ACCOUNT AND REPEATED UNNECESSARY COMMUNICATION

To: Hello Peter / Ismail & Dahya Attorneys

I am lodging this formal complaint regarding the ongoing handling of a matter that I believed had been resolved and closed approximately one year ago. This matter relates to Standard Bank Complaint Case Number ***9 and the associated account and legal/collections administration.

Background In September 2025, I engaged directly with Standard Bank’s Complaint Resolution Centre regarding the outstanding matter. Following the assessment of my financial circumstances and submission of the requested documentation, Standard Bank approved a settlement proposal. On 8 September 2025, Standard Bank confirmed in writing that my settlement offer had been accepted and instructed me to make payment so that the account could be closed. I subsequently made the required payment of R25,000.00 and supp**** the necessary proof of payment. Standard Bank then confirmed that the relevant information would be passed to the appropriate team to proceed with the account closure. On 9 September 2025, Standard Bank issued a Paid-Up Letter confirming the paid-up status of the account. I was also advised that the complaint would be closed on Standard Bank's side. Based on these written confirmations, I reasonably understood that the matter had been resolved and that the necessary internal administration would be completed.

Current Problem Despite the above, I am now, approximately a year later, still having to deal with correspondence relating to this same matter, receiving inundated phone calls, and threatening messages from Ismail & Dahya Attorneys On 16 September 2026, I again supp**** the relevant Paid-Up Letter and proof of payment to the collections/legal representatives and Standard Bank's Complaint Resolution Centre. I specifically requested that the relevant parties communicate directly with one another, finalise the matter internally, formally close the file and ensure that any necessary credit bureau updates are attended to. Instead of receiving a clear final resolution, I am continuing to receive correspondence and requests relating to the same matter. This is extremely frustrating and unacceptable. I have already: • Followed Standard Bank's settlement process; • Made the settlement payment as agreed; • Supp**** proof of payment; • Supp**** the Paid-Up Letter issued by Standard Bank; • Engaged with Standard Bank's Complaint Resolution Centre; • Provided the information requested from me; • Repeatedly attempted to assist in getting the matter properly finalised; and • Requested that the relevant departments and representatives communicate directly with one another.

My Concern What I find particularly concerning is that I am being placed in the middle of an internal administrative matter between different parties and departments. I should not have to repeatedly explain the same circumstances, resend documentation, or chase different departments to communicate with each other when the settlement has already been accepted and payment has been made. The email trail clearly demonstrates that Standard Bank was aware of the settlement and that a Paid-Up Letter was subsequently issued. I therefore cannot understand why this matter remains unresolved or why I continue to receive repetitive communication requiring my involvement. This has caused me unnecessary frustration, inconvenience, and concern, particularly because the matter relates to my financial records and credit profile. I have worked hard to maintain a good credit record, and it is extremely concerning to have to deal with the potential consequences of an administrative failure after an account has already been settled.

What I Require I am requesting that Standard Bank urgently: 1. Investigate the entire matter and the apparent breakdown in communication between the relevant departments and/or appointed representatives. 2. Confirm in writing the current status of the account and associated file. 3. Confirm that the account has been formally closed/finalised following the agreed settlement. 4. Confirm that the Paid-Up Letter has been correctly recorded on the relevant systems. 5. Confirm whether any information relating to this account remains with any credit bureau and, if so, that the necessary updates have been submitted. 6. Ensure that all relevant internal departments, collections teams and legal representatives are provided with the correct status of the account. 7. Ensure that I am not subjected to further repetitive correspondence regarding the same matter, unless there is genuinely new information requiring my response. 8. Provide me with one clear written outcome confirming that the matter has been fully resolved.

Final Comment I have been cooperative throughout this process and have provided everything requested of me. What is particularly disappointing is that I should not still be dealing with this matter after having comp**** with the settlement arrangement and receiving written confirmation from Standard Bank that the account was paid up and that the complaint would be closed. I am therefore formally escalating this matter through Hello Peter because the current handling of the issue has not resulted in a satisfactory final resolution. I respectfully request that Standard Bank now take ownership of the matter, communicate internally with the relevant parties and provide me with a definitive written resolution rather than continuing to direct repetitive correspondence to me. I expect this complaint to be properly investigated and resolved, with written confirmation of the final outcome.

Regards, Theresa Moss