Formal Complaint – Poor Service and Negligence by Personal Banker (Phumulani Mthethwa)

I am writing to formally lodge a complaint regarding the ongoing poor service I have received from my personal banker, Phumulani Mthethwa, which has repeatedly resulted in unnecessary stress and financial complications on my home loan account.

In June, I app**** for a payment holiday and was assured by Mr Mthethwa that he would process the request. Unfortunately, he failed to do so. After weeks of no progress and no communication, I was forced to escalate the matter myself. I then engaged with Silinda Valencia, who assisted me efficiently and successfully granted a three-month payment holiday from August to November.

At the time, I was clearly advised that the July instalment would be redistributed once I resumed payments in November. To my surprise, this was never implemented.

Last week, I was contacted and informed that I allegedly owe an outstanding amount for the July instalment. I explained the arrangement that had been communicated to me, and I was assured that the matter would be resolved. I then reached out to Phumulani Mthethwa once again, but he did not respond to my message. Despite this, I was contacted yet again for the same issue, which indicates that nothing has been actioned.

This situation is deeply frustrating and unacceptable. Since being assigned to Mr Mthethwa as my personal banker, nothing has ever been handled timeously, and his inaction has repeatedly placed me in arrears through no fault of my own. His lack of responsiveness and follow-through has caused ongoing financial and emotional distress.

The level of service I have received does not reflect what one would expect from a personal or private banker. In fact, due to these continuous failures, I was even compelled to close my account. I am left questioning the value of paying for a service that was never delivered.

I am extremely dissatisfied and request: • Immediate correction of the July instalment issue • Confirmation that my account reflects the correct payment arrangement

I trust this matter will now be handled with the urgency and seriousness it deserves.

Kind regards, NP Mulaudzi