INCOMPETANT SERVICE

STANDARD BANK HOMELOANS

I want to complain about the Standard Bank home loan department On the 1st of Aug 22- after about 20 previous emails to this department trying to get A quote on a fix interest rate on my home loan, someone eventually came back to me, and informed me that I must fix it over the phone, not in writing. My instalment was R7236.00 And after the .75 basic point hike, it was an instalment of R7635.00, Standard bank are in control Of their own debit orders (not me the customer) and they should have deducted the correct amount, of which I also received a letter on. Please bear in mind that my instalments go off on the 1st of the month, On the 1st of August 22, obviously (or to my understanding) the debit order was already in place for the R7635.00 when they phoned me back, after receiving my email on the fix interest rate quote, so I decided to accept the fix rate quote over the phone, and specifically asked if this new instalment will then go off on the 1st of Sept 22, of which the lady answer YES. I also asked her to please immediately sent me a letter of confirmation on what we had discussed. Not to mention that I am still waiting for the confirmation letter BUT the next morning two agents phoned me to informed me that I am in arrears on my home loan??? Can you believe this. After investigating the matter, they discover that they did not deduct the amount of R7635.00 but still the R7236.00 and also my instalment on that very 1st of August changed to the new fix rate instalment of which they now claim I am in arrears with, so according to Standard Bank I am in arrears 1stly because of THEIR error and 2ndly for the wrong instalment. The one agent asked me if she can deduct the difference between the R7236 and R7635 upon which I agreed, now the best part – they also charge to my account an electronic fee of R80.00 for THEIR mistake , it is not about the R80.0 but the principle – if they forgot to deduct one customers correct instalment , phoned afterwards and collect the differences of everybody with home loans charging electronic fees I should think they will make a hell of a lot of profit – after spending soooo much time and about 20 emails later, the matter has still not been resolved, The supervisor of this department by the name of Harold told me he will phone me the next day. Needless to say – I am still waiting – how do one do business on such a scale of total incompetency And it is now 16days later—I don’t know to whom to turn maybe the banking ombudsman – if someone can please guide me in the right direction before they phone again for arrears and who knows what will happened to one’s good name – they will blacklist your for 10c .