Caring about our Next? Terrible Bank

Dear STANDARD BANK

I would like to know how a bank of your magnitude can get away with so many wrong doings to your customer.

I would like to list a few things that I find unnacceptable.

1. I became a "Prestige" banker in November 2016 leaving Capitec, since then, my allocated prestige banker has answered maybe one of my emails or requests to meet and discuss various things ranging from assisting us to apply for a homeloan or open additional accounts. How is that service? On Thursday, 21 Sep 2017 my husband who is also a Prestige client allocated to the same banker, requested that we please be allocated a new banker to which the enquiries staff said they would arrange a meeting for us on Tuesday. We were happy with this until the banker that we requested be removed, contacted my husband on Thursday afternoon and had no idea who he was but wanted to know when we would like to meet? Then promptly ended the call while my husband was still talking and never called back.

2. I registered with U count awards in April 2017, since then I have not been able to activate my Ucount profile as the following error always comes up: "your profile is incomplete on our system, please go to your nearest branch to complete your profile". This error comes up online, If I call the Ucount department I get told the same thing and that my "My updates" profile is incomplete. Visiting the branch however, each and every consultant I have spoken to and asked for assistance say there is nothing wrong, BUT THEN WHAT MUST I DO? I am paying for your product but I can't use it.

3. In June 2017 (This year), my husband and I were thinking of buying a house and obviously wanted to apply through Standard Bank to obtain the bond. However, you made this impossible. I tried many times to contact my Prestige banker regarding the homeloan process, however was blatantly ignored on each occassion. Because of this I chose to go into the branch and speak to a consultant and hoped I would have better luck. I beleived I did when the consultant gave me a whole list of forms to fill in and return and requested that I email the documents to him later that day and he will process the homeloan application. Needless to say, that very same day I sent every document I needed to but never heard from the consultant again. Because of this, we did not have a chance to proceed with buying the house.

4. Here we are in September 2017 and My husband and I as well as another party (ALL Standard Bank Clients) are in the process of trying to buy another house. Because of the drama and lack of service we experienced in point 3 of my complaint - we decided this time to go through a well known bond originator to get bond approval. This proved to be the better way to go. We obtained an Approval in Principal from Standard Bank, but for only 90% of the required loan amount. Surely if the client states they need 100%, you should attempt to score it at that? We have so many Assets with Standard bank yet you will not grant an extra 10% on the loan offer to ensure customer retention? If you do not find a way to change the approval from 90% to 100%, you will be losing 3 valued clients and a fortune in assets (Over R3m), interest and fees. We will switch current bonds to another institution who does not put their clients through all of the above.

These four complaints are not the only wrongdoings of Standard Bank, however they are the most serious. Please note that it also took almost a year to receive my Cheque Card as I was never notified that it was in Branch to be collected or it was sent to the wrong branch entirely despite numerous requests and confirmations. I was charged card renewal fees for all of these mistakes on your side and for no fault of my own. At R130 card replacement fee, its almost **************** especially when the client is not at fault.

Kindly rectify ALL of the above.