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Clinton E

1 reviews | Active since Oct 2012

08 Sept 2023, 14:31

FRUSTRATION TRYING TO OBTAIN A LETTER OF PRESCRIPTION &/OR PAID UP LETTER.

I would like to express my sheer frustration and disappointment in Standard Bank's debt review, debt recovery, collections, personal lending and so many other departments I was transferred to the last two weeks of myself trying to get a letter of prescribed debt and/or paid up letter.

I have spent numerous hours on calls that kept me on the line for about an hour on each occasion whilst trying to speak to someone to assist me with regards to a credit card, personal loan & overdraft account that I was advised by one of their consultants telephonically were closed. This is where the issue comes in, NOBODY seems to be able to assist me with paid up letters or letters of prescription for these 3 accounts despite being advised it had closed. No payments were made in over 10 years and they have neglected to collect these accounts in over 10 years and as a result it has now prescribed under the Prescription Act of South Africa.

I have sent so many e-mails to various departments the last two weeks and nobody has been able to assist or get back to me with the necessary feedback. I find it highly inexcusable that a bank whose slogans were "Simpler, Better, Faster" and in my experience it has been everything but that.

Can a Standard Bank official in upper management please contact me via my e-mail with a solution? I really would like to resolve this issue so I can move ahead and be able to purchase a home for my family?

0
Replies (28)
Standard Bank
Standard Bank's reply08 Sept 2023, 14:40
Official
Dear Clinton

We’re saddened to hear that this has been your experience. 

We take these matters very seriously and can assure you that we will be attending to your query.

We will be taking a closer a look and will get back to you.

Kindest regards
Standard Bank Hello Peter Team 
***
Standard Bank
Standard Bank's reply08 Sept 2023, 17:30
Official
Hello Clinton 

Thank you for getting back to us, we have forwarded the information provided to our assigned agent. 

Please be on the look out for feedback on this matter. 

Kindest regards
Standard Bank Hello Peter Team 
***

 
CE
Clinton E's update12 Sept 2023, 19:20
Reviewer Update
Standard Bank has not gotten back to me regarding this matter up until this day. I called various departments in the Standard Bank structure and nobody seems to be able to help me with this issue. From the Cards to Transactional Landing to Back Office to Collections to Cheques and Loans. I spent the entire day racking up huge telephonic bills spending over an hour on each call.

All I need from Standard Bank is that they send me a letter or even an email stating that they no longer have any accounts on their books in my name. That's all.

For 3 weeks and I am still at loss as to why they can't help me.

Despondent ex-Client,
Clinton


Standard Bank
Standard Bank's reply13 Sept 2023, 06:43
Official
Dear Clinton

The matter is being treated as a priority and our team is ensuring that it is resolved timeously . We will revert with feedback as soon as possible . We appreciate your patience. 

Kindest regards 
Standard Bank Hello Peter Team 
***
Standard Bank
Standard Bank's reply13 Sept 2023, 14:16
Official
Dear Clinton

Our team tried calling you just now to no avail.

Please confirm a convenient time we may contact you.

Looking forward to your feedback.

 
Kindest regards 
Standard Bank Hello Peter Team 
***

 





CE
Clinton E's update13 Sept 2023, 18:46
Reviewer Update
Good day Standard Bank Team,

Please can you do all correspondence via e-mail as I work 12 hours night shifts and sleep in the day so will not be able to take calls.

I only requested that you send me a confirmatory e-mail with regards to three accounts I had almost 20 years ago and which have prescribed and probably off your books by now.

I ONLY REQUIRE AN E-MAIL THAT STATES THESE ACCOUNTS ARE NO LONGER ON YOUR BOOKS.

Herewith are the account reference numbers:

  • Credit Card: ***
  • Loan: ***
Cheque/Overdraft: ***

Please can your team send me this information via e-mail as requested 3 weeks ago?

Kind regards,
Clinton

Standard Bank
Standard Bank's reply14 Sept 2023, 06:40
Official
Dear Clinton

We have advised our agents of your request. Kindly await follow-up report to be forwarded to you via email. 

Kind Regards
Standard Bank Hello Peter Team 
CE
Clinton E's update18 Sept 2023, 07:40
Reviewer Update
Dear Standard Bank,

I am utterly disgusted with the level of service I've received from your various of departments with regards to my query which was logged officially in August already. Nobody gets back to me despite your agents telling me they have escalated the matter.

Fact of the matter is no one gets back to you from Standard Bank.

I will give you until the close of business day and thereafter I will have no choice but to log this complaint with the Banking Ombudsman.

Frustrated ex-client,
Clinton
Standard Bank
Standard Bank's reply18 Sept 2023, 08:09
Official
Dear Clinton

We regret the delay in getting back to you.

We will follow up with our team and we will be in touch with further feedback.

Sorry for the inconvenience.

Kind Regards
Standard Bank Hello Peter Team 






CE
Clinton E's update19 Sept 2023, 10:13
Reviewer Update
Good day,

I have contacted Jameel in the Collections department and was told the same story that they will escalate this matter and that someone will contact me within 72 hours.

Each and every time they are going to do this and then the time elapses by which then I have to repeat this process again.

I think I am going to take this straight to the Banking Ombudsman.

Regards,
Clinton
Standard Bank
Standard Bank's reply19 Sept 2023, 10:17
Official
Dear Clinton

We apologize for the delay. 

Kindly allow our team to follow up and provide an update on this matter. 

Please be on the look out for a call from our team. 

Kindest regards, 
Standard Bank Hello Peter Team 
*** 
 
CE
Clinton E's update19 Sept 2023, 11:14
Reviewer Update
Good day,

I have emailed Thabisile the account numbers for accounts in question. If you scroll up you will also see I have provided all the information needed for this previously.

All I need is confirmation on the status of these two accounts i.e. they have prescribed (please provide letters of prescription if the case), or the accounts were sold (provide details of collection agency) or if the account is closed (provide letter or even e-mail stating this).

Please Standard Bank Team, I need this resolved today. I cannot continue to have my life put on hold like this as I would like to be able to purchase a home for my family and this is preventing me from doing so.

No further escalations and turnaround days please or else I am forced to take this up with the Banking Ombudsman.

I have given SB enough time to sort this out.

Thank you,
Clinton
Standard Bank
Standard Bank's reply19 Sept 2023, 11:18
Official
Dear Clinton

Thank you for your response, we have advised our agent.

Kindly await feedback. 
 
Kindest regards, 
Standard Bank Hello Peter Team 
*** 
CE
Clinton E's update19 Sept 2023, 14:34
Reviewer Update
Good day Standard Bank Team,

I have waited for over 3 hours for a response from your various of escalations departments and unfortunately no one has gotten back to me. One would think that a complaint which has been with your business for over 20 days would've gotten immediate responses after its first week but no. Everyone keeps on passing the buck and act as if asking for a letter of prescription or paid-up letter or confirmation of closed account is such a foreign matter to them.

I have decided enough is enough, Standard Bank has had over 20 days to resolve this matter and I have therefore lodged my complaint with the Banking Ombudsman.

I have attached all the names of the agents I had correspondence with including the relevant material to the Ombudsman.

I will now await feedback from the Ombudsman in this matter.

Regards,
Clinton
Standard Bank
Standard Bank's reply19 Sept 2023, 14:44
Official
Good Day Clinton 

This is not the level of service we strive for. 

We understand your frustration and are here to help. 

We can assure you that your matter is now in the right hands. 

Our team will be in touch. 

Kindest regards 
Standard Bank Hello Peter Team 
***
CE
Clinton E's update19 Sept 2023, 15:12
Reviewer Update
Good day Standard Bank Hello Peter Team,

I don't understand really. Unless you have no idea what you are doing over there? I am flabbergasted that you can say, "we can assure you that your matter is now in the right hands." So in whose hands was it previously the last 20 days?

C'mon guys this is just plain ridiculous to be honest. At this point I won't really hold my breath that you'll sort it out.

Thank you,
Clinton
Standard Bank
Standard Bank's reply19 Sept 2023, 15:42
Official
Hi Clinton

We sincerely apologize for the inconvenience caused.
 
 Kindly note that we will follow up on this matter.
 
 We will be in touch with further feedback.
 
 Kindest regards 
 Standard Bank Hello Peter Team 
 ***

Standard Bank
Standard Bank's reply19 Sept 2023, 17:21
Official
Dear Clinton

Our team has tried calling you twice to no avail.

Please confirm a convenient time we may contact you tomorrow for further assistance.

Looking forward to your feedback.

 Kindest regards 
 Standard Bank Hello Peter Team 
 ***





CE
Clinton E's update19 Sept 2023, 17:24
Reviewer Update
Good day,

I have previously explained to please keep all correspondence via e-mail as I am working 12 hour shifts and can't take calls in the day.

Clinton
Standard Bank
Standard Bank's reply19 Sept 2023, 17:27
Official
Hi Clinton

Rest assured our team is working around the clock to ensure that your query gets resolved, the team will be in contact with you.
 
 Kind Regards
 Standard Bank Hello Peter Team
 *** 
CE
Clinton E's update20 Sept 2023, 08:25
Reviewer Update
Good day SB HP Team,

Thank you to Thabisile for helping me with the credit card account prescription letter. It has been an immense struggle but I now feel the matter is in the right hands and will be seen to.

I now only have the loan and cheque/overdraft accounts prescription letters outstanding, of which I was assured by Thabisile will be taken care of today. The Cheque/overdraft account letter will be seen to by lastest end of week.

Thank you again Thabisile, I am grateful for your assistance.

Regards,
Clinton
Standard Bank
Standard Bank's reply20 Sept 2023, 08:34
Official
Dear Clinton

Thank you so much for  your kind words. 

 As discussed we will send the 2 outstanding letters as soon as we receive them.

Please be on the look out for further feedback.

Our sincere apologies for the inconvenience caused.

Have a great day further.

Kindest regards
Standard Bank Hello Peter Team 
***
CE
Clinton E's update20 Sept 2023, 16:24
Reviewer Update
Good day SB HP Team,

Thank you to Thabisile for helping me with the personal loan account prescription letter.

I now only have the cheque/overdraft account's prescription letters outstanding, of which I was assured by Thabisile will be taken care of shortly.

Thank you again Thabisile, I am grateful for your assistance.

You have restored my faith in SB resolving this matter swiftly.

Regards,
Clinton
Standard Bank
Standard Bank's reply20 Sept 2023, 16:29
Official
Good Day Clinton

Thank you for your Kind words.

We will pass the message to Thabisile.

Thank you.

Warm Regards
Standard Bank Hello Peter Team
***
CE
Clinton E's update21 Sept 2023, 09:50
Reviewer Update
Good day SB HP Team,

Thank you to Thabisile your employee that have assisted me excellently thus far. Herewith are the Ombudsman complaint and reference number.

I would like SB to please resolve my issue TODAY regarding the prescription letter/or paid-up letter or status of account letter request for Cheque/Overdraft no ***.

If resolved today I will inform the Banking Ombudsman accordingly.

Regards,
Clinton


Your ref:
Our ref: For[***]
Dear Mr Eastland,
YOUR COMPLAINT AGAINST Standard Bank of SA Ltd - Formal
We received your Application for Assistance form and opened a file on 21 September 2023.
We have referred your complaint to your Bank for its response (even if the bank already responded to your complaint previously we send it to them again as we may need more clarification or have specified issues the bank did not consider in its initial response to you). The Bank has 15 working days (3 weeks) to either resolve your complaint directly with you or to provide a written report to us. To this end a bank official may possibly contact you to discuss your complaint. Should you be contacted please co-operate with your bank with the view to successfully resolving your complaint.
Should you reach a settlement with your bank, please inform us without delay. The bank usually uses a Letter of Settlement to record the terms of any settlement reached.
Should the bank not resolve your complaint within the stipulated 3 weeks, it will furnish us with a report to that effect. Depending on the complexity of the dispute the bank may request an extension to provide us with a response.
After receiving the bank’s response, we assess the evidence to determine whether we need to investigate further or whether we are unable to assist. The file is then allocated to an adjudicator to either start the investigation process or prepare an assessment report for you which sets out why we are unable to assist you. The OBS will strive to ensure that you hear from the adjudicator assigned to your case within 30 working days after lodging the complaint. You will be granted an opportunity to make submissions throughout the process.
The process of evaluating or investigating your complaint may take some time depending on its complexity and other factors. The majority of files are closed within approximately two months after we have opened a file but some may take much longer. The OBS will strive to inform you in writing of the progress of your complaint every 15 working days while it is being investigated. Please do not phone staff members to determine the progress – rather write to us if necessary.
We will keep you informed of progress made and will advise you in writing of the outcome of the process.
Yours faithfully
Mpho Sejabeng
***
***
For: Ombudsman for Banking Services
Standard Bank
Standard Bank's reply21 Sept 2023, 12:34
Official
Dear Clinton

Thank you for getting back to us, we have shared the communication with our investigators. 
 
Please be on the look out for a call from our team. 

Kindest regards, 
Standard Bank Hello Peter Team 
*** 
CE
Clinton E's update26 Sept 2023, 16:15
Reviewer Update
Good day SBHP Team,

I am happy to report that your excellent employee Thabisile was at it today again and promptly provided me with my final paid-up letter today.

It had been a long and arduous process to get this matter concluded. The overall experience I maintain a 1 star rating but reserve a well deserved 5 star rating for Thabisile's prompt and professional service. If anything, SB can learn from her and in future try and make this process smoother than what the current one is.

The matter is now resolved and I have updated the ombudsman via email as well that the matter is closed. Thank you to Standard Bank and their employees for resolving this matter.

You're in kind,
Clinton
Standard Bank
Standard Bank's reply26 Sept 2023, 16:22
Official
GoodDay Clinton

Excellent customer service is our priority, and we are happy that we met that mark! 

Thank you for leaving an amazing review. 

It means the world to us and to our entire team! 

We look forward to serving you again soon!

Kind Regards
Standard Bank Hello Peter Team
***