No assistance after 3 weeks of calls and emails!!

Item: Standard Bank Insurance
Rating: 1
Author: Carlynn J

I received a call in February for a car insurance quote, after completing the particulars I requested the quote be mailed to me and advised I will revert back with my decision. I never received the quote and left it at that.

On the 26th of April I noticed an unfami**** deduction from my account and to my surprise it was for car insurance through Standard Bank. Turns out the agent I spoke to activated the policy WITHOUT MY CONSENT, as a result I have been paying for insurance with standard bank since March. I received no communication that the policy was activated, I know from previous experience that you need to receive a policy schedule after sign up which I did not get.

I immediately sent an email for assistance, I received a call a few days later (on 4 May) and all they did was ask me to confirm my email address so they can send me the policy schedule. WHAT A JOKE!! When I asked about assistance with my actual query I was advised the relevant team will call me back. After no call back, I contacted standard bank telephonically where I was transferred from pillar to post, I spent over 30 minutes holding and once I got to the insurance team I was once again asked to hold which took another 30minutes after which they dropped the call.

It is now the 23rd of May and I am yet to receive assistance with this matter. Despite my attempts to speak to someone.

I am beyond frustrated and disgusted by the lack of customer service.

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Replies (1)

Carlynn J's updateReviewer Update

27 May 2022, 12:29

So it's been exactly a month of trying to get assistance meanwhile my account continues to be debited. I've now been charged thrice for a policy I did not request and absolutely no one is making the effort to contact me or to have the decency of responding to my emails. I am completely baffled by their customer service, when contacting them telephonically you firstly need to hold for minimum 15 minutes, when you do eventually get through you are transferred from pillar to post and are then either told someone will need to call me back (Never happens) or to call Standard Insurance Limited as they are a different entity on *** (which is the number I've been calling). Emails go unanswered, there's no response or acknowledgement other than an auto-response.

I sent another email today and cc'd every standard bank email address I could find, I am at a complete loss here.

Carlynn J's update27 May 2022, 12:29

Reviewer Update