Double deduction on home loan and difficulty to get refund back

<p>I have no idea how Standard bank still exist, the service is beyond pathetic, infact, I don't think you can call it service!!!!!!!!</p> <p> </p> <p>My home loan debit order did not go off in April, I then received a call from one of their agents saying I need to make a cash payment, which I did on 15 April. Then the debit order also went off on 20 April. I have since been trying to get my money back as I did not mean to pay more than the instalment. I have a signed letter dated 24 June requesting the refund, this is the earliest written evidence of my struggle. <br /><br /> I was told that there is a stop on my account and I must take it off, I have no idea how the account was stopped, but I proceeded to remove it as instructed. At this point in time there was ample money available in the access bond to cover the refund, I just had to get the money to be transferable. </p> <p>After multiple phone calls, I phoned again to ask why there is now no funds availale and if my refund can please be processed. This agent told me that the funds are not available because the stop was removed, but the refund will be processed into my FNB account as requested. I then received an SMS, not a call, that I can withdraw the money from my access bond. This is not what I asked for, as I requested a refund, but I went ahead and tried to withdraw the funds. It was not possible as there again was no funds available. Total waiste of my time and absolute incompetence from Standard bank's side.<br /> <br /> So, here I go again, I need to phone the call centre, wait to speak to an agent, who this time conceded that he is not sure how to help. I asked to be put through to his manager who then adviced me that she is sorry, but a balance adjustment has to be requested and the refund will be processed on 8 November.<br /> <br /> Guess what, no refund and no balance adjustment. I then phoned again today, 9 November. More money spent on phone calls and a waist of my time, have to wait and again the agent couldn't help me, so I was transferred to a team leader. This team leader now adviced me that I can only get 4.6% of the initial amount paid over as it serived the interest on the account and it was because I waited so long to let them know. At most it took two months as this is the written evidence I have. The requets has now been sent to their specialists to see what they can do, and I must wait to hear from them tomorrow.<br /><br />Surely their system can retrospecitevly correct the transactions to refund me, this is not rocket sience, but somehow Standard bank has managed to make it nearly impossible to correct their error. I actually feel sorry for their agents as they have clearly not been equipt to adequate assist their customers. I will add that all the agents, team leaders and managers I spoke to was friendly and had compassion, they were simply not able to assist.<br /><br />Can someone please help me with my refund and compensate me for my airtime and theextreme inconvenience caused?<br /><br /><br /><br /> </p> <p>My first concern, among so many, is why do I get a different answer from each person I talk to? Secondly, why is there no communication, and thirdly, if the funds was taken due to your system error, I don't care how long its been, I expect a transaction correction to be done historically and the funds to be refunded. Systems are not rigid, do the corrections and give my money to me. I am so upset I wish I never had to deal with this useless bank in my life again.<br /> </p> <p>It must be the only bank in South Africa who still don't know how to handle their customers. Yet, the moment my debit order was due I received a call within days. PATHETIC. Pay my money back, I am not going to go away!!!!!!! Last thought, I am still on hold, it's been a 28min call already.</p>