Gross dishonesty and terrible customer service

Dear Standard Bank Vehicle and Asset Finance Complaints Department,

I wish to formally lodge a complaint regarding the unacceptable service, conflicting information, and apparent dishonesty I experienced following the settlement of my Vehicle and Asset Finance account.

After successfully settling my account through the Standard Bank Banking App, I followed the process provided by your own system regarding the delivery of my ENATIS documentation. The application specifically allowed me to select my preferred document delivery method and clearly indicated that a third party could collect the documents on my behalf, provided they presented an authorization letter and a copy of my identification document.

Following settlement, I received no communication whatsoever from Standard Bank regarding the status or progress of the release of my ENATIS documents. After nearly two weeks of complete silence, I was forced to contact Standard Bank myself to determine what was happening with my documentation.

During this interaction, I was informed by a consultant that I was required to telephone and specifically request the ENATIS documentation. This was both surprising and frustrating, as the banking application had already provided a workflow for document delivery and collection preferences. If an additional request was required from me, why was this not communicated at the time of settlement, and why does the application provide delivery and collection options that apparently serve no purpose?

My experience deteriorated further on 26 August 2026 at approximately 13:00 when I contacted your Vehicle and Asset Finance department again. The consultant I spoke to, who I later learned was Mr. Morake Mathale, advised me that a third party could not collect the documentation on my behalf. This information directly contradicted the information displayed within the Standard Bank application.

When I advised him that this was not what the application stated, he became defensive. He subsequently alleged that I had sworn at him after I informed him that what he was telling me was "nonsense." I categorically deny using any profanity. The word "nonsense" is not a swear word, nor was it used in an abusive or aggressive manner. I therefore request that Standard Bank review the call recording in its entirety to verify the facts and determine precisely what was said by both parties.

Following this interaction, I contacted the department again and was assisted by Mr. Zwelakhe Mdakane. During our discussion, I asked him to identify the consultant with whom I had previously spoken. He initially stated, in clear English, that he could not access that information and that only managers had access to such records. However, later during the same conversation, he identified the consultant as Mr. Morake Mathale and referred to a note indicating that I had allegedly sworn at him.

This raises serious concerns. Either Mr. Mdakane could see the information all along and was not being truthful when he said he could not access it, or there has been a significant breakdown in the integrity of the information being communicated to customers. Neither explanation is acceptable for a financial institution that depends on public trust and professional conduct.

I then requested to speak with the manager, Mr. Bheki Dlamini. I was informed that he was in a meeting and unavailable. Under ordinary circumstances, I would respect this explanation. However, given the contradictory statements and apparent dishonesty I had already encountered during multiple interactions, I found it difficult to have confidence in the explanation provided. As a dissatisfied customer attempting to escalate a legitimate complaint, I expected a more proactive response and a commitment to addressing my concerns.

The conduct displayed by these representatives has significantly damaged my confidence in Standard Bank. Banking is fundamentally built on trust, integrity, transparency, and accountability. When customers receive conflicting information, are required to chase progress on matters that should be proactively communicated, and encounter what appears to be dishonesty from employees, confidence in the institution is inevitably eroded.

I therefore formally request that Standard Bank:

Conduct a full investigation into this matter.Review all call recordings from the interactions referenced above, particularly the call on 26 August 2026 at approximately 13:00.Confirm whether the Standard Bank Banking App permits third-party collection of ENATIS documentation and explain why employees are providing contradictory information.Investigate the conduct of Mr. Morake Mathale and Mr. Zwelakhe Mdakane and determine whether inaccurate or misleading information was provided.Provide a written explanation regarding the lack of communication following settlement of my account.Confirm the current status of my ENATIS documentation and the correct collection process.Provide a formal written response to this complaint.

As a long-standing banking customer, I find it deeply concerning that I have had to expend significant effort to obtain information regarding a process initiated through Standard Bank's own digital channels. The service I received falls well below the standards one would reasonably expect from a major financial institution.

I trust this complaint will be handled with the seriousness it deserves and that a thorough investigation will be conducted.

Yours faithfully,

Llewellyn Labuschagne