Fixed Deposit not opened as per instruction - Failure to respond to followup emails

I telephoned your call centre to be told to send an email to the Standard Bank's complaints resolution centre email address. I did so on 19 August 2019. To date I haven't even received acknowledgement of my letter, let alone my issue being resolved.

I visited the Msunduzi Branch, Pietermaritzburg on Friday 8 February 2019, and instructed your consultant to open a fixed deposit for a large sum of money for 6 months, and to transfer the funds from my Consolidator Account. I received a printed copy of my instruction.

I was surprised to see that the funds were still in my Consolidator account the following week. On visiting the Msunduzi Branch on 12 February it transpired that my instruction was not carried out. The transaction was then effected on 12 February.

At this stage I voiced my concern that I would be losing interest because of the delay, as my instruction was given on the 8th February in person and I had filled out the paperwork in the branch, to which I hold a copy.

Your consultant forwarded an e-mail to your Investment Department whilst I was with her explaining the situation and asking for my "lost" interest to be corrected.

Your consultant told me to come back when the investment matures and the interest will be "sorted out".

This I did on the 12 August 2019, both to renew the Fixed Deposit and to query the loss of interest. At this stage, I queried with your consultant as to what happened to the email letter that was sent by the branch to the Investment Department on 12 February. I was told there had been no reply from them - this after 6 months.

This is extremely unprofessional in that (1) the email was totally ignored; and (2) that no follow up was made by the branch; and (3) my instruction was not followed.

A further e-mail was submitted to your investment department by the Branch for feedback, and as yet this has also not had a reply - or if so I have not been informed thereof.

I then telephoned your call centre who suggested I email your complaints resolution centre which I did 2 weeks ago - and also have had no reply to date.

I am not sure who else to turn to, in order to get this resolved, when your staff do not respond to your own consultant's emails, let alone mine!