Ignored Calls, Unanswered Emails, and No Accountability: Standard Bank's Customer Service Crisis

I am at an absolute loss for words regarding the level of incompetence and indifference I have experienced throughout this entire process.

I first app**** for vehicle finance with Standard Bank in late January 2026. After waiting nearly three weeks for any meaningful progress, I lost the opportunity to purchase the vehicle I had originally identified. I then found another vehicle through CMH East Rand, which was significantly more expensive.

The only reason this transaction was eventually approved was because I personally invested countless hours following up, providing information, and effectively doing the work that should have been done by the consultants assigned to my application. Had I simply re**** on Standard Bank's staff, I am convinced I would still be waiting today. The lack of urgency, initiative, customer service, and basic problem-solving ability displayed throughout the process was staggering.

After all the effort required just to obtain approval and take delivery of the vehicle, I was shocked to discover that purchasing from a franchised Isuzu dealer does not necessarily guarantee that you receive a vehicle that meets acceptable standards, despite paying well above retail value. The dealer has since agreed to a replacement/substitution of goods.

Unfortunately, the frustrations did not end there.

I submitted all the required documentation to Rebone Mabilu, Commercial Asset Finance Specialist, on Monday, 8 June 2026. As of today, 11 June 2026, I have received absolutely no feedback whatsoever. Telephone calls go directly to voicemail, emails remain unanswered, and there appears to be no sense of accountability or concern for the customer.

At this point, I genuinely do not know what more is expected of me as a client. I have followed every process, supp**** every document requested, and spent an unreasonable amount of time chasing responses that should have been provided as a matter of basic professional courtesy.

I am completely fed up with the appalling level of service I have received from a bank that charges exorbitant fees while seemingly failing to deliver even the most fundamental standards of customer service. The lack of communication, ownership, and urgency throughout this entire experience has been unacceptable.

This matter requires immediate attention.