Bad service from SA HOME LOANS call centre

Good day I am reaching out for assistance as I do not receive it from SAHomeLoans. We had a home loan for over 20 years and it is paid up from 31/5/2025. The call center administrator informed me should the HR not cancel the stop order in time the next payment received will be refunded giving that we send official documents and payslip that payment was done. We did this on 27/6 and again on 30/6 and gave documents that was given to and from HR. I've phoned on 2/7 it was confirmed that it was received.

Today we receive a mail stating they want a payslip. I phoned a very rude lady totally ran over me with a terrible attitude stating that nothing has been received and later she said they need a payslip with a 0 deduction then only will they refund.

This makes no sense as there is R10000 in credit on our paid up loan. I asked what do they need more than evidence it was paid and the last person said yes they can see the credit. They receive interest on this money not us.

The fact of the matter is that if our HR do not stop the order for 5 months they are going to sit with R50000 in credit plus interest an we do not have a cent on our side. We had no problems up to the the moment our bond was paid up.

Please assist in this matter as we can not afford to pay money that they are not entitled to.

Kind Regards Minnette Collins