Helpless Client - 40 days waiting for Logbook - Poor Service from VAF, Call Centre & Branch

I would like to be assisted here by someone in Senior Management at Standard Bank.

I have been your client for many years and would like to place on record my sheer disappointment in your organisation to provide me with what is righfully due to me. I've experienced immemse frustration with the non-urgency and the feeling of being totally lost as your client, especially when one visits your branch.

I had a residual amount owing for my vehicle and that lumpsum was paid on the 19th August 2021 via EFT. It's been 39 days since payment was made and I am still waiting for my logbook to be delivered to the Windermere branch and have no clear indication as to when it will arrive.

Be it Covid or not, you cannot expect a client to wait so long, I understand systems have changed but Management should relook and the way clients are treated as well as your employees basic communication etiquette . Yes I am aware that we are not in normal times due to Covid 19 and there are delays and changes in systems and people work remotely but this is ridiculous.

I feel that I have been let down here, calling the call centre is one thing but If you dont get help when at the branch , then where can you get help?

I had visited the Windermere Standard bank branch on 16,17,20,21 & 22nd September in the hope of receiving assistance with regards to attaining the logbook which was requested many days prior to that.

On the 16th, I was helped by Thuli, a consultant who had told me to wait 3 to 5 working days for the logbook, I felt that it didnt sound right and went back the next day. When I arrived at the branch on the 17th, it was the same story, I was sent to the phone and told to speak to VAF once again, here Tasha helped me and was very efficient and professional, she also had not much luck and gave me 2 x 011 numbers which went to Avaya Messaging Service and we had no luck after almost 20 mins on the line.

I popped in again at the branch to see if it had come on the 20th but nothing had arrived. I went in on 21st, this time I was a bit stern and asked the available consultant (Preshenkha)to assist me by speaking on my behalf to the call centre. She was given 3 x different 011 numbers which all rang tp Avaya Messaging Service ...Please note that I had experienced the same over the past few weeks.

I then visited the branch again on 22nd Sept and asked for Dev Moodley the manager to call the person assigned to my account at VAF (Waroeschka Martin)

Moodley called Waroeskha at around 1.50pm from her cellphone, W said that the document was being processed and it would take a further 10 business days, for a courier. I asked Moodley why so long and expressed my frustration but got a cold, closed response. My experience with the Branch Manager felt very rushed and I was given the impression that I was in the way - she then said she had to leave and sent me back to the consultant who had made copies and resent my logbook request application which I later found out was only emailed the following day.

At that stage, I felt unwanted, this should of not been the case, the Branch Manager is the custodian of the Bank in that area, a head of the household you could say. I went home with disappointment yet again.

The next day I called Waroeschka whom I had spoken to the previous day, I had requested to speak to the VAF Admin Manager (Noor Khan)as she said my account was handed to VAF Admin now for the release of my document. I was given an email for Noor Khan but there was no contact number. Noor was then emailed by W and myself Ccd in the mail but no repsonse till today. I then asked her if someone Senior to her could help as the Admin manager was clearly unavailable. W seemed upset by my request and gave me Zenobia's number saying that she didnt do anything wrong, I assured her that complaining about here was not my intention.

I then spoke to Zenobia Harmer who was apparently high in Management on Thursday 23 September, she sounded sympathetic and I was told to email her and she will get back to me. I did and received a response on Thursday 23rd which read ...

"Hi, I will look into it for you."

I had then emailed her at 9am this morning 27th Sept to follow up if there was any feedback, I also ccd Waroeschka and Moodley but no repsonse from any parties yet.

Its Monday evening(27th Sept) and still have not received any feedback from either Zenobia, Waroeschka, Noor, the Branch manager or anyone for that matter. I presume that my email had been elevated but im still alone, no idea whats happening, no reply to my emails now?

Over the past few weeks, Ive spent over R1500 in airtime, travel, hours spent at the branch all for nothing. I have had to hire a vehicle for 18 days at my expense as I have no vehicle at the moment due to me waiting for my logbook in order to have funds released and a new vehicle purchased. Ive now use alot of my funds to cover my expenses due to these delays from Standard Bank and this is unfair and saddening. Ive stressed the importance of this logbook many times my cries had fallen on deaf ears.

Standard Bank has been in this country for over 150 years yet we everyday clients are still getting pushed around. I want to be the voice of those who feel powerless and cannot express themselves.

To make matters worse, I was not given a Reference number and was told there is no reference for closed accounts, since when do clients get told that there is no reference number?

I need urgent feedback on when I can have my logbook in my possession or will I have to wait for after the 4th wave the get help?

Someobody please assist me here with a way forward as this cannot go on another day.

I would appreciate your urgent attention in this matter.

Kind regards