Disappointed with how I have been treated.

Dear Mr Tshabalala

RE: Reference Number is ***

I do trust that this email does find you well during this unprecedented period we are facing.

I believe that you will humbly receive this email. As I have been unable to find the assistance, sand I was only left with last option to come to your office directly, with the hope that this matter will be resolved.

I did manage to be in contact with other Snr Standard Bank staff, and with no joy but just more of frustration and confusion as there was no response, I have been forced to submit this correspondence to your ECRU Complaint email in the hope that someone will be so kind to attend to it and forward it to the CEO”s office.

I have app**** for a vehicle finance at Standard Bank at the beginning of April 2020, were the application was approved waiting for the validation. The validation couldn’t be finalised as they picked up that my green bar codded ID was cancelled by the Department of Home Affairs by the time, I app**** my smart card ID.

I was then advised to go to the Department of Home Affairs, to apply for another smart card ID, I went and di that. I then submitted the following as per request to validate my approval.

Temporary ID. The receipts from Home Affairs. Hanis confirmation for proving my verification with Home Affairs, that I am verified. – which this system is linked to other stakeholders such as banking to verify the clients.

The lockdown affected the entire process, fairly understand that it was beyond our control. I was advised that the employment verification will be done once, the regulations has been lifted. Which, they were, and the employment was verified. I was told that we are good to go, we then waited for the Min of DTI Mr E Patel to give the new guidelines to the dealership.

After he did that, I was again advised that, Standard Bank is only issuing the contract for new vehicles, since well they are “ironing” some internal process and I will be advised soon.

I waited for that advise, were normally I won’t get the feedback from Standard Bank, unless I call in or which most cases I will email the team that I trusted that they will assist.

On the 14th May 2020, I received a call in the morning advising me that we are good to go, and I will receive a call to advice as to when I can go and sign.

Because the dealership has been close for almost two months, the car I am buying there’s other potential clients from the other banks that are interested in it. I then paid a deposit of R 60 000.00 for the car not to be sold since I know that my deal is approved and validated.

I waited for that call from the 14th and there was nothing, I then emailed to get an update. I was advised that my deal will be delayed due to the discrepancies at the Department of Home Affairs. And this will take 20 to 60 days in order to be resolved. How do I serve the community without being able to move around? I have one car currently, which my wife is using it as she works as a Dr at one of the hospital in town. The plan is she will use this new car so that I can have the bakkie back to work on the ground.

Still, this was not enough and enough explanation to me as a client who is now excited and looking forward to collecting the car.

I then sent another email for that serves as an authorization to conduct IDX on my application. Which was acknowledged that, my application is now being urgently attended to.

I still don’t have a clue as to what is really happening and when will I sign the contract. Prior to this was asked to submit my essential permit, which I did so.

There is nothing that Standard Bank has asked me to prove or provide to them, and I didn’t.

I am writing to you Mr Tshabalala and your Joint CEO, Mr Fuzile to whom this email is copied. As this has constantly challenged my work as an essential worker, this has contributed harmfully and negatively on me as a person, on me as a client and on me as essential worker.

I therefore appealing for your intervention to get me assisted please. As this matter was escalated to below Standard Bank Snr Staff.

Escalations:

1st Escalation: Team Leader VAF Staff Channel

1st Escalation:

Team Leader New Business Direct Channel

2nd Escalation:

Head VAF Internal Channels Ops