NO Service delivery and answering of calls in contact centre

Hi

The geyser burst in our flatlet we have on our property on the 31st December 2018. The insurance did send out the plumbers who were very quick to assist and replace the geyser.

However, the entire ceiling in the kitchen and bathroom collapsed making the area unlivable. The kitchen cupboards are also so water damaged that they are falling apart with a slight touch.

The contractors were sent out on the 2nd to come and view the damage and provide a quotation to Standard Bank insurance for approval and we were advised by early the following week which is by the 7th.

We phoned Standard Bank insurance on Monday morning the 7th to find out if they have received the quotations and whether they have provided approval for the contractors to proceed. The call centre agent advised that they have received the quotes and have provided approval to both the contractors for the ceilings and the kitchen to be replaced. Please feel free to retrieve the call. Refer to my reference number provided.

We contacted the ceiling contractor yesterday morning the 8th and he advised they have not heard anything from the bank and is still awaiting approval.

I myself been trying to contact the insurance contact centre since yesterday morning with no avail. You hold on for 30 minutes and more and no one ever answers. I tried getting through no less than 5 times during the course of the day. The contractor also advised they have been trying to get hold of insurance for a update on the matter and also cannot get through to the bank.

This is unacceptable service. The flatlet is unlivable for our tenant and the contact centre does not even answer the phone. It's clear that Standard Bank's priority is not service delivery and putting the customer first as I'm having the same issue with the VAF contact centre not answering their phones either.

Please can someone urgently look into the matter as this is not how your customers should be treated.

Thanks and Kind Regards Mrs TN Talbot