Bad service

<p>My mom who is staying 50kms away from town went to a Standard Bank branch in Umthatha to apply for a home-loan on Tues 13th of March 2017, she has to come back the next day to submit proof of residence everything was done by the consultant on the 14th and he told her that the bank will phone the seller to assess the house and she will be contacted soon and was not given a ref. no. My mom has been banking with STD for more than 40years. There was no communication from the bank until 22nd of March when my mom decided to go to the branch again to ask for progress only to be told the consultant was not at work, she must call customer service no 086. Why they could not call to give her the feedback from home loan?</p> <p> </p> <p>My mom called customer service on the 22nd only to find application was not filed, and was promised that another customer service agent will call her the next day 23rd of March to do online application and get her signed forms from the consultant at Umthatha branch, no call was made and when we contacted customer service the agent who was supposed to call was not at work. Does that mean we only depend & stucked with 1 person to help a customer, can`t the supervisor reroute the request that was assigned to a person who is absent, this is business?</p> <p> </p> <p>My mom was given another 086 no. to call again and do online application or visit a branch again (at whose cost) and that's when we could not stand this kind of treatment and decided to publish our dissatisfaction on this site. My mom can loose this deal because the seller will not wait if her bank is not responding in due course. My mom has been a loyal customer to this bank for more than 40years but it keeps on disappointing her. She wanted the bank to buy her a car in 2015 but the same bank could not help her and resorted that I buy the car for her.</p> <p> </p> <p>In short my mom has not been helped until now and she would be lucky if she still gets that house. You can`t be sending a customer from pillar to post as if you are doing her a favour, hence you need to look after your customers instead of playing hide and seek at customer`s expense, my mom can take all her accounts to other banks because you are not the only service provider.</p> <p> </p>