1 reviews | Active since Mar 2009
Incorrect Home Loan installment charged for 32 months...where's my refund!
I would appreciate some urgent assistance with regard to a query that was lodged on the 9th of December 2025 for a refund that is due to me as a result of my insurance premium for building insurance not getting cancelled as confirmed by the bank on the 7th of April 2022. For 32 months I have paid an increased premium and charged interest on my home loan amount that was incorrect as a result of the banks error.
On the 9th of December 2024 I requested formal communication from the bank (a letter) stipulating that this error occurred, my new installment amount, as well as acknowledgement from the bank that this was their error and how it was going to be rectified.
After making numerous calls to the bank between the 9th of December and today the 18th, I was assured that the letter would be issued as a matter of urgency, this is yet to happen. I was also informed that I would be contacted with a resolution, this is also yet to happen.
On Wednesday last week (11 Dec 2024) I contacted home loans and was informed that the home loan amount is going to change/increase as a result of the banks error. I informed the consultant that this is unacceptable, the premium charged was incorrect on the banks part, not mine and the building insurance was not stipulated on the amount/premium that I was charged incorrectly for 32 months, I requested an explanation as to why this error and amount was not going to be absorbed by the bank?
This morning I contacted the bank again to find out where the feedback was, only to be informed that the matter was closed...I said that's strange as I was not informed of this, nor of the new home loan amount, nor supp**** the requested letter.
My latest request is to have this matter now escalated for a second time as well as to have a face to face meeting with the bank, feedback and confirmation of the meeting is not forthcoming.
This matter is now sitting with Thuli Thonyama, I await her feedback and confirmation of a meeting date and time.
Thank you for bringing this issue to our attention. As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
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Thank you for bringing this issue to our attention. As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
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Complaints Specialist : Insurance Complaints and advised that a specialist will be investigating and reviewing the resolution hereof may take up to 8 working days...I can't believe this is taking so long and especially since it's the bank error, talk about getting inconvenienced and no sense of any urgency on the banks part!
I bet if they were needing to charge me interest on an overdue account, this would be done immediately without delay or hesitation!
What a disgrace that this matter has taken 8 working days to get to this point and will not take an additional 8 working days just for feedback, taking this matter to the 3rd of January.
Lucky we pay bank fees and admin charges for this great service!!
Complaints Specialist : Insurance Complaints and advised that a specialist will be investigating and reviewing the resolution hereof may take up to 8 working days...I can't believe this is taking so long and especially since it's the bank error, talk about getting inconvenienced and no sense of any urgency on the banks part!
I bet if they were needing to charge me interest on an overdue account, this would be done immediately without delay or hesitation!
What a disgrace that this matter has taken 8 working days to get to this point and will not take an additional 8 working days just for feedback, taking this matter to the 3rd of January.
Lucky we pay bank fees and admin charges for this great service!!
Our humble apologies for the delay caused in this regard.
We will follow up with our team and we will be in touch.
Kindest regards,
Standard Bank Hello Peter Team
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Our humble apologies for the delay caused in this regard.
We will follow up with our team and we will be in touch.
Kindest regards,
Standard Bank Hello Peter Team
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