Lack of Service and Communication – Standard Trust Limited (Client Service Centre

I was dealing with Nonhlanhla Ngcobo from the Client Service Centre, Standard Trust Limited. At first, she was very helpful and responsive, but the moment I sent through the required information, the communication stopped.

I have sent several follow-up emails (more than three) requesting feedback and clarification. No response at all. I even specifically asked if she could call me back **before 9am** as I had an urgent meeting with my advocate and required the information beforehand – yet, no call, no reply.

In desperation, I contacted the complaints line ***. I was told I was “first in the queue” and held for 25 minutes, but no one ever assisted me. This shows a shocking level of disregard for clients’ time and urgency.

To this day, I still have no clarity on what further information or documentation is required from me. I was told by Ms Ngcobo that an executor has been appointed, but I am also aware of another executor, which raises serious and urgent questions. Instead of answers, I get silence.

One would think that dealing with grieving families requires compassion, transparency, and at the very least basic communication. Instead, what I have received is complete indifference. At a time of grief, this lack of care is not only unprofessional but also deeply insensitive.

It seems that once they believe there is “no commission” to be earned, the service and follow-up completely disappears. This is unacceptable and disgraceful for a company that presents itself as a trusted service provider.

I am extremely disappointed at the lack of accountability and service from Standard Trust Limited. **Management should take serious note of how poorly clients are being treated, and how damaging this behaviour is to the company’s credibility and reputation.

I expect immediate feedback and proper resolution.