FORMAL COMPLAINT – Failure to Provide Statement of Account and Settlement Letter

I am writing to formally lodge a complaint regarding the continued failure by Standard Bank and its appointed attorneys, Vezi & de Beer Incorporated, to provide me with documentation relating to my loan account.

On 8 July 2026, I formally requested a detailed statement of account reflecting the position of the account as at 8 July 2026, together with a settlement letter confirming the settlement of my account. This request was made after I had settled the account and was specifically intended to obtain clarity and documentary confirmation of the account status.

To date, despite the time that has passed, I have still not received the requested documents. This is extremely concerning and unacceptable, particularly given that Vezi & de Beer Incorporated issued summons against me in relation to this account. Since the account has subsequently been settled, I have repeatedly had to deal with a lack of clarity and documentation from both Standard Bank and its attorneys.

As the consumer and account holder, I am entitled to receive accurate information and documentation relating to my account, including confirmation of the amounts owing, payments received, settlement of the account and the final status of the account. I should not have to repeatedly request documents that are necessary to establish the status of an account that has already been settled.

I therefore require the following documents by close of business tomorrow:

1. A detailed statement of account as at 8 July 2026, reflecting all transactions, payments, interest, fees, legal costs and any other amounts charged to the account; 2. A formal settlement letter confirming that the account has been settled, including the date and amount of settlement; 3. Written confirmation of the current status of the account and whether any amount remains outstanding; 4. Confirmation of whether Standard Bank has been formally notified that the account has been settled; 5. Confirmation of the status of any legal proceedings/summons instituted against me in respect of this account; and 6. Confirmation that the relevant credit bureaus have been updated accurately to reflect the current status of the account, where applicable.

Please understand that this matter is no longer simply a request for information. I am formally complaining about the failure to provide the requested documentation and the apparent lack of coordination between Standard Bank and its appointed attorneys.

It is particularly concerning that, despite having settled the account, I am still having difficulty obtaining basic documentation confirming the settlement and the final position of the account.

I request that this complaint be escalated to the appropriate Customer Complaints/Resolution team and that I receive a written response together with the requested documents no later than close of business tomorrow.

Should I not receive the requested documentation and a satisfactory response within this timeframe, I will consider escalating the matter through the appropriate external dispute-resolution and regulatory channels, including the relevant banking and consumer-complaint mechanisms.

I reserve all my rights in this regard.

I trust Standard Bank will treat this complaint with the urgency it deserves and resolve the matter without requiring any further escalation.