Formal Complaint Poor Service and Impact on Credit Profile

Dear Standard Bank,

I am writing to express my serious frustration with the service I have recently received.

Because of the delays and lack of assistance from your team in updating my debit order banking details to my FNB account, my bond debit order was not processed correctly. As a result, my credit profile has now been negatively affected, which is extremely unacceptable considering that I had already provided the necessary banking details and requested the change well in advance.

I have been a loyal Standard Bank client for over 19 years, and the level of service I have experienced recently, especially as a Prestige client, has been very disappointing.

There seems to be a constant change of consultants and resolving even simple matters has become unnecessarily difficult and time consuming. The process of changing a debit order from one account to another should be straightforward, yet I have had to continuously follow up myself without receiving clear direction or proper assistance.

Only much later was I informed that a formal joint letter from all bondholders was required. This was never clearly communicated at the beginning, which caused unnecessary delays and frustration. Instead of being assisted properly, I have had to chase and manage this process myself.

I also do not understand why a simple mandate process could not have been implemented for this change, especially when other debit orders have previously been moved without any issue. For a bank that promotes a “Prestige” banking experience, the lack of communication and efficiency I have experienced is very concerning.

What makes this situation worse is that due to these delays and poor handling of the matter, my credit score has now been affected, which should never happen to a client who has made every effort to resolve the issue and keep his account in order.

The consultants involved while I was trying to resolve this matter were:

Kim Campbell Nhlakanipho Sihiya Hassan Rangila

After nearly two decades of loyalty to Standard Bank, this is not the level of service I expected.

I trust that this complaint will be escalated and investigated urgently, and I request a clear explanation on how this situation was allowed to happen and what will be done to correct the issue as well as the impact it has had on my credit profile.

I look forward to your urgent response .