Unprofessional Service, We Don’t Care Attitude

I am aggrieved at the disservice, unprofessionalism and lack of respect and care I’ve received from this bank.

On the week of the 24th June an instruction was sent to Nedbank by a Standard Bank consultant to debit my homeloan payment from a Standard Bank account from the 25th of July as I will be moving my account from Nedbank to Standard Bank from the 1st July.

On the 30th June a debit order ran on the Standard Bank account, there were obviously no funds in that account at the time, the payment bounced. I contacted my Personal Banker to ask him if I can make a manual transfer, he advised me not to do so, he said I’d rather transfer funds into the Standard Bank account and he will arrange for the debit order to run again, this was on the 2nd of July, I transferred the funds, then waited an entire week to get feedback from the banker ( Girchwell Olckers) who somehow doesn’t have access to check whether the debit order was processed, I kept following up with him for 2 weeks until I received no response from him.

I started receiving calls from the credit department that my account is in arrears. In a panic I contacted my previous banker for assistance who put me in contact with a person who is now my banker (the change of banker was never communicated with me). Riaan Pekeur assisted me but it took him a week to figure out what I must do, I ended up doing a manual transfer.

My concern is my credit record, I refuse to be penalised for something that is not my doing. Someone misread the debit order instruction and scheduled the debit order on the wrong date, 30 June, instead of 25 July.

I’ve reached out to the relationship manager for assistance in making sure that this ordeal doesn’t affect my credit score, she told me that she won’t be able to assist because it is beyond her scope, she didn’t care to advise me who to reach out to. My banker Riaan Pekeur told me to call the home loans department and see who I can talk to, I pay for this Micky Mouse service monthly that promises “bespoke” services of a personal banker, these bankers couldn’t care less about a young black client, whose credit history could get affected, if I were of a particular race I was going to be treated differently.

I am frustrated disappointed and want nothing to do with this bank.