Unresolved Claim, Poor Service & Lack of Communication - claim HLB/2026/466825

My claim was initially logged on 10 January 2026 with Makgotso Tshabalala following a leaking pipe. A team was dispatched to repair the pipe, and the issue only escalated when the contractor arrived to assess the tile damage. The claim was subsequently assigned to Lutendo Ndou, who has been extremely unhelpful throughout this process. Despite numerous attempts to reach him via email and telephone, he has consistently failed to respond or provide any form of update. This lack of communication has left us without clarity on the status of our claim and has caused significant frustration. On 30 January 2026, we contacted Standard Bank again and spoke to Nothile Zungu. Unfortunately, the service received was equally disappointing. She kept us on the line for over 50 minutes, repeatedly placing us on hold while claiming to escalate the matter to a team leader. After an extended wait, she returned to the call,and pretended like she had “technical issues,” and then disconnected the call. Despite having all our details, she did not call back, nor did she arrange for a team leader to contact us as requested. This level of service is unacceptable. We have been patient, cooperative, and proactive in following up, yet the handling of our claim has been marked by delays, poor communication, and a lack of accountability from the assigned staff.