Heartbreaking Service and Failure to Honour Notice Date and Provide Information

I am extremely disappointed with the service received from Standard Bank Home Loans. Despite submitting a formal bond cancellation notice on 1 November 2025, the bank only processed it several days later and refuses to recognise the correct date. This delay is entirely on their side, yet they expect the customer to bear the consequences. It is the principle of it. The turnaround indicates 48hrs not 6 days. I also asked for information on the process. Their email responses are generic and doesnt pertain to my portfolio and show no evidence of actually reviewing the account or understanding the issue. Reaching a knowledgeable consultant is nearly impossible, and even after providing clear written communication, they continue to request phone authentication despite being informed that I cannot take calls during working hours due to the nature of my work, so instead of just communicating effectively I received an email today (12 Nov 25) to tell me that I am welcome to go to a branch. Well they cant help you at a branch with home loan information, cancellation or anything. This is so sad.

This level of inefficiency and disregard for proper correspondence is unacceptable — especially when dealing with a customer’s largest financial asset and being a client for over 19 years. Standard Bank urgently needs to improve accountability, and customer care in handling home loans.