Formal Complaint Regarding Unauthorized Re-evaluation of Property and Policy Adjustment

I am writing to formally lodge a complaint regarding my Building Insurance Policy (Policy Number: HLB***) linked to my home loan with Standard Bank. The following concerns necessitate your urgent attention:

Unauthorized Property Re-evaluation: I have discovered that my property was re-evaluated without my knowledge or consent. This action has resulted in a significant increase in my monthly premium from R400 to R700, which is both unexpected and unwarranted. Despite my request to have the premium reverted to its original amount, I have been informed that this will not be accommodated. Further more : This is the first time I have requested a call recording, and I was surprised to be informed that there is no timeline available for when the recording can be provided. Given that Standard Bank routinely records calls, I expected a clear process and timeline for accessing these records.

The lack of a defined timeline for providing a requested recording is both concerning and unprofessional. Such delays hinder transparency and leave customers without critical information needed to address their concerns effectively.