Disappointed on Home loan department service

Good day Mam or Sir

My name is Dibuseng Jwili, I am very disappointed of the recent service I received from Standard Bank when I requested for a further advance in the Home loan department. Home loan account no: 369 832 809

Firstly; it was when a consultant attorney requested from me a client the original documentation of my home loan while Standard Bank did not submit all the required documentation. My question is since Standard Bank is the one did the choosing of attorney why consultant is requesting such information from me, a client...

Secondly; after the approval of further home loan bond is approved, Standard Bank decided on behalf of the client to create a new bond with the new account number without my permission since on my current home loan I was on the fix rate interest. The only communication with regard to the approval of the further home loan advance was an sms and email, no phone call. Through that communication that is where I discovered that Standard Bank decided to create for me a second bond with a new account number. Then when I called Standard Bank their respond was that I was on fix rate....my question is who is liable to pay that extra intial (entry fee) of six thousand rand since I the customer did not authorize this transaction of the new account. I only requested the addition on my bond not to open another home loan. What Standard Bank was suppose to do is to allow me the customer to make a decision since I am the payee unless Standard Bank is intending to pay for that initial fee... I understand that the further loan from my bond is 20 years and the existing bond is less than 14 years but I was suppose to come up with the decision not Standard Bank.

Thirdly; I was advised that I can send an email to request for the merge of this 2 accounts, I did so late February 2025. To my surprise no one contacted me to transact my request until I called Standard Bank on the 07 March 2025 then the consultant by the name of Bridget was very helpful to explain to me that Standard Bank is busy with my request but on the system it doesnt state who is busy with it so that she can make a follow up on it. I then requested to talk with her team leader, the team leader promised to call me in 30 minutes on that day....m still waiting for her/his call... On the 18 March 2025 I received an sms and email again without a call from Standard Bank stating that my request has been rejected.

I am very disappointed on your services as a customer, I am not sure if this is the new way that you treat your customers since last time I did this transaction it was professional and efficiently.

Kind Regards PD Jwili ***