INCONSISTENT SERVICE PROCESSES

My experience with STB has been great until this year. On two occasions I was told my savings account would be closed and the funds in the account were transferred out immediately without penalty. This was authorized by 2 different team leaders. 2 months later, the account is still not closed and I have been forced to pay a penalty fee to access my funds. Nooow they are telling me I need to go to the branch to close this account. Why wasn't this mentioned at the onset!! There clearly isn't a set process followed by the bankers and team leaders. The clients must now suffer. Every banker I speak to does not seem to know what the previous banker did so you have to keep explaining to someone new who will create their own process that could negatively affect YOU. I was meant to receive emails and smses and this has still not been done this is after speaking to a banker, supervisor and team leader. I am still waiting for communication regarding the investigation about what happened with the previous bankers. This is quite disappointing for such a big Institution. I'm actually strongly considering closing my account.