Lizal Hudson from Standard bank go beyond the call of duty

I had taken an insurance with SB Insurance on 29 July 2021, but as unfortunately some insurance company had given me a better deal as a result ended up cancelling SB insurance by sending an email for cancellation on 30 July 2021. I received an acknowledgement response, and was assured to receive a call from one of the representative as soon as possible. The cancellation department did not respond but on the 3rd of August money was debited on my account and I called SB Insurance on the following day to dispute the matter.

The lady that assisted me assured me that they will refund me within 4 working days. I did not receive the refund within the stipulated time and I gave SB a call on 12/08/2021 to ask about the delay and the lady I spoke to said she can see on her side that the money was paid and it should reflect on my bank account later on 12/08/2021 or latest 13/08/2021.

I still did not receive the money on those dates and I gave the a call again on 16/08/2021 where my call was answered by a representative who said the refund has already been paid to me, SB has paid to my account but could not tell me the reason for a delay and said the delay is on my bank side as I am not using SB. He then offered to forward my call to my other bank for me to ask about the delays he pointed out that the delay is with my other bank and not with SB. This was after calling different representatives who could not solve the issue for me and will tell me to call my bank to verify with them.

But unfortunately my other bank denied to have any pending funds on their side and that I should call SB if they have sent. This resulted in me being caught out in the middle as both parties claim to be on the right side.

But I called SB again and my call was answered by Lizal Hudson, whom I asked to call me back and she did. Lizal went beyond the call of her duty she understood the frustration of my query and she assured to solve the matter for me. She empathized with me and wanted to hear the entire story before she could help so that she could be guided in the right path. She did call my other bank to get to the bottom of the issue, and get the reason why they have not received the funds. After the call she asked me to send her bank statement from the other bank. She was patient enough to wait for me as I was busy on the other side trying to log in to internet banking to retrieve my bank statement. And she could keep on saying that take your time I am here to help you I finally sent her the statement and she received it She used that information to find out exactly what happened to the funds, was it paid in the first place by Standard bank or not.

Long story short, she told me that SB did not pay me after all. Which explained why my other bank confirmed that they have no pending fund on their side. As you know the protocol is that once you are debited from a certain account the refund should be done on the same account. But with my case it was a matter which the delay was with the SB.

She then asked the finance department to send the refund to my business account I have with SB, as I have waited so long for a refund that was not paid. She convinced them since it was SB fault, the least they could do is to make sure that I get the refund as soon as possible and that they cannot make me wait another 4 days.

And indeed money was paid to my business account the same day and this is all thanks to Lizal Hudson. She also called me to verify if I have received the refund and I assured her that I have.

It is with people like Lizal Hudson who make sure that as a representative they will have to go all out to make sure that the client does not end up leaving the business because of poor service. Thank you very much Lizal Hudson, I hope your superiors give you the recognition you deserve.