Harrassment after being a loyal customer for 7 years!

<p>Let the whole world know how Standard Bank treats a prestige customer who has been loyal to the institution since 2010.<br />My vehicle finance, first approved, and then declined!!!</p> <p>I app**** for a vehicle finance on 13th Oct, 2016, Thursday. As usual, preapproval could not be completed due system issue! my banker then submitted the application with required documents to the vehicle finance directly.<br />13th, 14th went by, no feedback! Fair enough, I thought I would definitely get a response on Monday, 17th.<br />To my surprise no communication from anyone in Standard Bank. The whole day went by. I made plenty of calls to my banker who sounded helpless and finished off saying 'my job is to submit the application'. Vehicle Finance contact center keeps on playing music without anyone attending to a call. Spent almost R100 to get a reason why it's taking bit longer than usual.<br />18th, Tuesday, no different. Time went by. No one bothered to give me a reasonable feedback. (I was only told that the application is with Finance Department)<br />19th, Wednesday, at last, one of the fin dept consultant sent me an email saying the deal has been approved with conditions that I pay off my previous vehicle finance, and pay 10% deposit. I did not have much problem with the above conditions. But meanwhile, on the same day, after negotiation the seller gave me a better price for the same vehicle and sent me a new quotation. It was still 19th morning, I sent the new quotation to that fin dept consulation for a recalculation based on the new price of the car which was little less than initial price.<br />I was promised by the consultant that as my deal had already been approved, doing an amendment would not take long and that I would get a feedback by 2pm same day, 19th.<br />Rest of Wednesday went by. Thursday Went by. 21st, Friday went by. The week ended, I was still waiting for the updated agreement based on the new price.<br />To my disappointment, no one, not a single consultant, nor my banker bothered to tell me what the status was!<br />24th Oct, Monday, whole day plenty of calls, now I am concerned, as the seller is pushing me if I am really buying the preowned vehicle. My banker said he does not know. He escalated the matter to his manager.<br />I called vehicle finance, after long music somehow reached the consultant who was dealing with my application. He said that he does not know how long this is going to take as the application is with Credit Department now and he did not have an idea how long it would take for a feedback as validations are going on, my employment etc.<br />At around 4 pm, today, 21st Oct, I received a called from the very consultant only to know that my deal has been declined! But he did not have an idea why!!!<br />Few questions for Standard Bank-<br />1) How was the deal approved on 19th Wednesday??? I was even sent the agreement papers with detailed calculations.</p> <p>2) It was a matter of recalculation or amendment, what kind of validation was carried out after the deal was approved on 19th? Are not all validations supposed to be done before even approving the deal?</p> <p>3) On what basis was the deal declined? And why was the same deal (with price more) approved?? It took almost 10 days for them to approve and then decline the deal???</p> <p>4) Last but not the least, the consultants, they don't have single idea how a customer care should be like. They don't bother to respond even though I query plenty of times.</p> <p>This is related, I would mention it here as well.<br />I am a foreign national. Been with Standard Bank since 2010 with my passport and work permit. This year I received my permanent residency and thus received my South African ID document only two weeks ago. Starting from 2010 up until Oct 2016, all the details with the bank was my passport details. Once I got my ID, two weeks ago I went to the bank to update my details from Passport to ID.<br />When on 19th, my deal was approved, the interest rate was asked whooping 15.8%!!!! Reason, my ID does not have any credit score. How can it have a credit score when it’s only two weeks old and all my credit scores are stored on my passport details. I have told this to the bank plenty of times, but no one seems to understand/care. It’ll take almost a month for the ID to be linked to the Passport number (as per TransUnion).<br />So, that’s the reason why I have to cough up such high interest rate!!! Why can’t you guys get my credit score based on my passport which the bank had since 2010 to Oct 2016???<br />In 2014 I took vehicle finance without any hassle. I am the same guy, working for the same company, getting the salary credited same way, nothing changed. Why did the bank take almost 10 days only to tell me they declined the deal???</p>