Frustrating service from Standard Bank VAF department

I have had the most frustrating experience with Standard Bank Vehicle and Debt review department. In 2021, I elected to place my debt under debt review due to the impact of the COVID-19 pandemic. This includes my Vehicle asset finance. I have since managed this extremely well and settled most of the debt over the last couple of years.

I have subsequently decided to sell my vehicle so that I can settle the remaining debt and exit the debt review process. Standard Bank has made this simple process impossible. I approached a car dealership that is willing to purchase the vehicle from me for the full outstanding amount, they then contacted Standard Bank for the settlement value of the VAF and Standard Bank refused to provide this information stating that I need to request this myself due to the account being under debt review. I then did this, and received a letter stating the settlement amount and my ID number. This letter does not contain banking details or details of the vehicle - none of the basic information that an official settlement letter should have. The letter is so basic that I was subsequently accused of providing a *****ulent document and the dealership stated that they cannot settle the vehicle based on this letter.

I then contacted Standard Bank debt review as well as Standard Bank VAF department and both departments stated that they cannot assist me with a detailed settlement letter even though Standard bank normally issues detailed settlement letters simply because a different department deals with accounts under debt review. I have visited the branch to try to get a detailed settlement letter to no avail. I have spent countless hours on the phone with both these departments within Standard Bank and the only response I get is the same letter and a refusal to put something as basic banking details on a settlement letter.

This has caused me undue stress and money as the dealership’s offer was only valid for 7 days and they cannot proceed with the sale of the vehicle. The response I get when I contact the debt review department is that the letter is “system generated” so they can’t assist. Ultimately Standard Bank has refused to assist even though I owe them the money and the vehicle belongs to them. I would not recommend Standard Bank to anyone that wishes to buy a car through them because when you need something as basic as a settlement letter with the appropriate details they will send you from pillar to post like you are not a paying customer.