PATHETIC CUSTOMER SERVICE BY KHETHIWE

It's been over 6 months now that Khethiwe Khumalo told us we will receive the tittle deed of our home. My father passed on in December 2020, we contacted Standard Bank went through the whole process of cancelling the bond with Khethiwe Khumalo. I last spoke to her on the 20 August 2021 at 13:02 pm and she said confirmed bond cancellation and refund, she also said we must wait to be contacted regarding receiving tittle deed as we already submitted all paperwork that was needed. Today exactly after 6months I call her and she tells me, my mother must go back to Standard Bank to submit paperwork. How? If I didn't make that call today, when was she going to give us that information? Why must my mother relive her pain of loosing my father by always going through that paperwork? What the hell is this?