Disgusting service at Standard Bank Branch… Apply for a personal loan at Standard Bank at your own risk!

We have received terrible service from Standard Bank for months. On the 07th of March 2025, I accompanied my mom to Standard Bank branch to enquire about a personal loan she has been paying for, for years. When we got there, the consultant who was assigned to assist us said she won’t be able to assist us unless we brought a contract. When I asked her if she wasn’t able to get the information from the system said she can only see the outstanding amount. We then left the bank. 2024-04-07, we went back to the branch and I explained our previous experience to the front desk guy Tu**lo, a very polite guy who was apologetic and assigned a different consultant to us. We then went to the lady named Zi***** who was also willing to assist. I explained everything to her and she retrieved my mom’s contract which according to their records reflects a sum of R177 500.00 inception date being 2015-08-15 at a 72 months term. She then sent an email to Personal Risk to try and figure out why the debt wasn’t moving and said she will provide feedback and we appreciated that and left. She called at some point to say that she escalated the case to someone. 26 April 2025 she called to say that their records shows that mom revolved with an amount of R46 000.00 in September 2019. I heard every she said but now my question to her was, is it possible for the repayment amount to be more than the loan amount? Can the bank charge someone 100% interest on the loan and she indicated that she doesn’t have an answer to that but she will get statements. On the 30th of April, she called to say that she has received the statements and we can come and collect them. I asked her what her findings were and she said that she doesn’t work with loans therefore she doesn’t have answers for me. I asked her if she meant that no one would be able to assist us at the branch and she said that someone would be able to assist and that we should come to the branch anytime. Well, 2025-05-06 we were at the branch again and we met Tu**lo again at the front desk. He was just as polite as the previous time. I explained to him what we were there for and he immediately remembered that we were there again last month. He told us that Zi**** was working outside and went to let her know that we were there to see her as previously discussed over the phone. The lady blatantly refused to attend us and told the guy to hand us statements from her desk… a pile of statements from 2015 for that matter. She was even pointing at us though the glass from outside. I asked the guy if we can see the Branch manager since we were not getting any assistance. He went to the manager who then told him that we must set up an appointment. It didn’t even bother him that this was for the 3rd time that we have been going to his branch within getting any answers. Tu**lo feeling sorry and understanding that he’s there to serve, offered to assign us a different consultant. We set there in the queue and later on a lady by the name Po***q called us. She humbly apologised for the service we have been receiving and even though she couldn’t answer my questions, she offered to call her colleagues for assistance. She called another another lady and put her on the speaker since she is not full time at the branch apparently. A very rude and dismissive woman. What surprised me about this lady is that, she didn’t want to answer the questions I was asking her. She kept cutting me off while I was speaking whereas we gave her a chance to talk and listened. I even told her that I didn’t like how she was talking to us and how dismissive she was when I was trying to get clarity. For some reason, she wanted my mom to agree to everything she was saying and kept saying "akere mama” meaning "right mama”. She said that she wants an appointment with my mother, the two of them since she is their client so that she can explain everything to her. From what I gathered as she was talking, she didn’t want me there. Neither was she able to answer my 1 question of whether it’s possible for the repayment amount to be higher than the principal debt or amount borrowed from the bank. I could tell that the question irritated her and she avoided answering it and gave vague answers referring to interest and insurance in a rude and dismissive tone. The only thing she was interested in, I’d getting time alone with my 68 year mother, so that she can convince her that everything was in order and also she knows that my mother wouldn’t be able to ask her the questions I was asking her. Po*** then called customer care centre, she did her best I must say and we explained everything to the gentleman. He was very polite and attentive. I asked him the same question about the repayment amount and he said he will log a query to find out why the interest was so high and revert back. My mom was paying an amount of R3811.00 on a monthly basis, from 26 August 2015 - June 2018. That was for a period of 34 months and the total amount paid was R129 574.00. From July 2018 - April 2025, she has been paying R4000.00 monthly, that is 81 months and it amounts to R324 000.00. The total number of months she has been paying this loan is 115 Months, and total payment made to this date is R453 574.00, for a loan of a total sum of R223 500(R177 500 + R46 000). What makes everything even more interesting is that Standard Bank says, she still has an outstanding amount of R76 383.05. By the time she finishes this loan she would have paid Standard Bank a total sum of R529 957.05. That’s if the amount doesn’t increase because even the outstanding amount is not consistent on the banking app. Just less than two weeks ago, the amount on the app was over R90 000.00 and now it’s R76 383.05. This according to me is a total *******. Is this a **** or what is going on here? Standard Bank, we need answers urgently. There’s also an issue of her credit card which also doesn’t make sense. What is happening at Standard Bank is only understood by them!!