DCC department at Standard Bank the worst!

I must advise that the 24hr turnaround time on every department is really frustrating. Contacting the call Centre is also pointless as they don't have any information and will have to escalate the matter which takes another 24hrs, should one not receive feedback the next person will escalate the matter and another 24hrs will be added and that can continue with no end in sight.

I had a speculation that this is going to be an issue this month, however I ignored it thinking that just maybe it would not be the case however it has to always come to this. There must always be a long dispute and fight before the problem gets resolved or should I say one is rather lucky if it does even get resolved!

I sent an email stating that a payment arrangement was put in place on my bond facility, this arrangement was for the months of November and December 2025 and normal payments will resume on the 1st of January 2026. The arrangement was granted and for the month of November I was able to access the funds as my access bond was still active then. The consultant by the name of Kethang did advise me that the access bond after that month will be suspended for the next year as I app**** for payment relief I agreed and understood. I further explained to her that the Bond Account automatically gets deducted from my salary and gets paid directly into the bond facility, how will I be able to access the funds for December? The consultant further advised that it would not be a problem, I would need to email my latest payslip that shows the money was indeed deducted from my salary and paid into the bond account and the funds will automatically be deposited into my bank account being the MyMo account in this case. I have sent this on Monday morning at 06:00am, Till date nothing has been transferred into my MyMo account. Instead I receive a vague response that the matter will be "escalated", escalated for what? Is it not a simple request whereby the funds be transferred on your end from one account to the other? Why advise that it will not be a problem all you need to do is send a document and it will be sorted? However it becomes a problem because as usual it becomes an issue a very frustrating one at that, as one needs the funds hence the request for the payment relief!

I would further like to add the following I escalated the matter as per the automated response received to Dineo.Kwele and Trivani.Naidoo, I don't even know why they bother adding them there as you do not receive any response from them!

I then forwarded my email to the *** one does not even receive an receipt of mail.

I then contacted the DCC centre ***spoke to an agent named Portia, she advised she escalated my case further to the consultant that initially granted my payment break request being Kethang. She also mentioned which I have a recording of that the funds will be deposited into my Standard Bank account by the close of business being the 26/11/25. Utter lies as that was not the case they will do anything to get you off the phone.

Lastly I have now sent my email to all the Standard Bank Group members being Magaret,Sim, David hopefully they can intervene!