*********** SERVICE

I am an existing Standard Bank Student Loans client, and I have always been very happy with the service I have received in the past, but in the last 2 months, the level of service has been absolutely terrible, my daughter has app**** for her second year of study through STANDARD BANK STUDENT LOANS ARBITRATION DEPARTMENT, all documentation has been supp****, all the figure has been correctly entered in.

A week after that, we receive an email stating that the loan has been declined due to the following reasons: "That there is insufficient surplus, negative data on the credit bureau and Standard Bank account/s or product/s not in order". Not a problem, I rep**** to the email asking for more clarification on the reason for decline as well as attaching my 3 months bank statements.

So as always, this very intelligent student loan department rep**** back with saying "Kindly be advised that application was declined because surety has insufficient surplus to cater for this loan, we can arbitrate it through to our Credit department, please send us your latest payslip, and fill in the attached form."

Not a problem, we then took filled in the expenditure form in detail stating all information needed without any hesitation and attached latest payslips as well as full credit reports. Upon sending these documents through, and losing a couple good days off from work, this lazy Standard Bank Loan Department replies with an email stating that the loan has therefore been PROVISIONALLY APPROVED, and we should kindly visit the nearest Standard Bank branch to finalise the loan process.

THESE PEOPLE SUPPOSED TO MAKE LIFE SIMPLE FOR US AS THEIR CUSTOMERS, NOT MAKE LIFE SIMPLE FOR THEMSELVES, thereafter everything in regards to this study loan application has just fell apart, when I enquire for feedback, I get 3 week's reply forwarded to me by a woman by the name of Navisha, this lady has been the laziest person I have ever dealt with, and besides it is like I am playing a game of "broken telephone" as this lady cannot deal with me herself, she makes someone else forward her emails stating the same issues.

After multiple times of sending through all the documentation needed and proof that the previous student loan is up to date by sending proof of payments, these people still decline an approved loan, how does that work?

It is because of these *********** people that my daughter is about to get kicked out of her second year's study, but they don't care, as long as they can just keep forwarding the same mails to me every time without even trying to resolve this issue so THAT WE CAN ALL MOVE ON!!!

Navisha from Standard Bank Student Loans Arbitrations Department, I am sorry to say this but I think highlighting your previous 5 emails which has been forwarded to me every time is not call "DOING YOUR JOB".

I am seeking to take these matters further as this is completely unacceptable!!!