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CHARMAINE F

1 reviews | Active since Nov 2014

21 Nov 2019, 14:43

MORE E-MAILS TO PROOF THE CONTENTS OF MY REVIEW I ADDED THIS MORNING

MORE E-MAILS TO PROOF HOW PATHETIC THE SERVICE IS/WAS WE HAVE BEEN RECEIVING....TO BE READ IN CONJUNCTION TO MY PREVIOUS REVIEW I ADDED THIS MORNING.....

From: Charmaine Frantz Sent: Monday, November 11, 2019 1:08 PM To: 'Banda, Londeka L' Cc: King, Carmel C; Andrews, Clinton C; : Barrymore Frantz; Khan, Mahommed MS (SBIB); Complaint Resolution Centre Subject: RE: Progress Payment request form (claim nr 19/049236) Homeloan account number *** - Rental payment

Hi Londeka,

Thank you for responding.

The query is not about the progress payment (sorry if my e-mail content is not clear enough) The query is about the rental payment. Can you please direct my query to the department who deals with the rental issue?

Thanking you in advance.

Regards Charmaine

From: Banda, Londeka L [mailto:***] Sent: Monday, November 11, 2019 12:42 PM To: Charmaine Frantz Cc: King, Carmel C; Andrews, Clinton C; : Barrymore Frantz; Khan, Mahommed MS (SBIB); Complaint Resolution Centre Subject: RE: Progress Payment request form (claim nr 19/049236) Homeloan account number *** - Rental payment

Good Day Charmaine

Please advise what is the nature of your request. I noted we made the progress payment on 24th of October of R70 000.00. I am not sure about the rental payment you are referring to.

Please advise so I can see how I can best assist you.

Kind Regards Londeka

From: Charmaine Frantz <***> Sent: 11 November 2019 12:02 PM To: King, Carmel C <***>; Andrews, Clinton C <***>; Banda, Londeka L <***> Cc: Barrymore Frantz <***>; Khan, Mahommed MS (SBIB) <***>; Complaint Resolution Centre <***> Subject: RE: Progress Payment request form (claim nr 19/049236) Homeloan account number *** - Rental payment

Good day, For the past 3 weeks I have been calling the Fire claims department regarding the Rental, I spoke with Edward twice and he informed me that he needs to speak to the Loss Adjuster’s office (Maria @ Inyameko) but he will call me back with feedback. None of the 2 times I spoke with him, did he ever call me back. In last week, I also spoke to a lady, I did not get her name but she said I must hold on as she will call Inyameko, after 32 minutes of holding on, she told me a management decision must be made and she will call me back before close of business – which she never did. This morning, just after 8 am, I called SIL regarding the rental, Edward was again the consultant who answered the call. He AGAIN, advised me he must call Inyameko as he needs authorization to release the rental payment to us. I decided I am done with all the excuses I have been getting from SIL regarding the rental and this is where this e-mail is coming from….. From what I understand, SIL is saying the rental payment ceases when the cash settlement was paid into the bond account – they are no longer liable to pay us rental. My question is (which I have asked since we raised this query) why should the rental stop if the cash settlement was paid? That payment is to ensure that the house is restored to its “formal glory” i.e before the fire. That money is not for us to use for rental….am I right or wrong? We are still living in the flat whilst they are busy fixing the house (which will take plus minus 2-3 month), so why is rental still not due to us? I can understand the rental will stop as soon as we can occupy our house again….but until such time, SIL has to continue with the rental. We cannot afford to pay the bond instalment and the rental of the flat…. So my question is, should we rather NOT pay the bond and ensure the rent is paid? All of this delay is putting us as a family through added financial stress….which we do not deserve. Like I explained to Edward this morning, I don’t want to complain on Hello Peter again re the service we as customers have been receiving since the fire claim, but it really leaves me no other option because no one is keeping their promise to call back (after patiently waiting for 3 weeks for 1 call). Please….I beg anyone to please call us and advise us what is the problem / delay / solution…. From: Charmaine Frantz Sent: Monday, November 4, 2019 8:44 AM To: 'King, Carmel C'; Andrews, Clinton C; Banda, Londeka L Subject: RE: Progress Payment request form (claim nr 19/049236) Homeloan account number *** - Rental payment Good morning All, Thank you very much for e-mails. However, the query raised is with regards to the rental payment. Who can advise on that please? Regards Charmaine From: King, Carmel C [mailto:***] Sent: Monday, November 4, 2019 8:31 AM To: Andrews, Clinton C; Banda, Londeka L Cc: Charmaine Frantz Subject: RE: Progress Payment request form (claim nr 19/049236) Homeloan account number *** - Rental payment Good day The advanced payment of R70k was made on the 24 October. Regards,

Carmel King Operations Shared Services / Home Services / Consultant – Progress Payments Tel +27 (0) 31 *** www.standardbank.com

Should you wish to rate my service please click on the below link to complete a quick survey From: Andrews, Clinton C <***> Sent: 03 November 2019 07:54 AM To: King, Carmel C <***>; Banda, Londeka L <***> Cc: Charmaine Frantz <***> Subject: RE: Progress Payment request form (claim nr 19/049236) Homeloan account number *** - Rental payment Hi Carmel/Londeka Please assist and confirm if payment made to client. If not, the challenge experienced Kind regards

Clinton Andrew

Senior Assessor

Building Loans

Tel +27 (0)31 ***

www.standardbank.co.za

From: Charmaine Frantz <***> Sent: 29 October 2019 09:21 AM To: Andrews, Clinton C <***>; HLProgressPaymentQuery <***>; SIL Communications <***> Cc: 'Barrymore Frantz' <***> Subject: RE: Progress Payment request form (claim nr 19/049236) Homeloan account number *** - Rental payment Good day, Any feedback? From: Barrymore Frantz [mailto:***] Sent: Thursday, October 24, 2019 12:38 PM To: Andrews, Clinton C; HLProgressPaymentQuery; *** Cc: Charmaine Frantz Subject: RE: Progress Payment request form (claim nr 19/049236) Homeloan account number *** - Rental payment Importance: High Good day Clinton Could you possibly assist or point us in the right direction. I have just made an inquiry regarding our rental payment which is due for this month. I have been advised that STD insurance has released this funds to HL on the 23 Sept and therefore require confirmation from you as to how far this project is before they can commence with the release of rental to us. This is just too confusing. – you have allotted us 3 months for this project after release of first funds to us….however STD bank Insurance allows 3 months from release of payment to HL – which we were not aware of. Can you urgently look into this because if this payment does not come to us for the next 3 months or duration of the project it will impact us financially beyond our means. I have cc’d SIL for call logging reference and/or escalation if need be. Regards Barrymore Frantz From: Andrews, Clinton C [mailto:***] Sent: 19 October, 2019 2:17 PM To: Barrymore Frantz; HLProgressPaymentQuery Cc: '***' Subject: RE: Progress Payment request form (claim nr 19/049236) Homeloan account number *** Hi Franz My sincere apologies for the delay. Needed an update from myself in order to proceed. Have now updated and included you in email. Payments department will proceed to pay. Kind regards

Clinton Andrew

Senior Assessor

Building Loans

Tel +27 (0)31 ***

www.standardbank.co.za

From: Barrymore Frantz <***> Sent: 17 October 2019 10:43 AM To: HLProgressPaymentQuery <***> Cc: '***' <***>; Andrews, Clinton C <***> Subject: RE: Progress Payment request form (claim nr 19/049236) Homeloan account number *** Importance: High Hi Jocelyn Im not sure why this is being pushed back to Clinton. I have cc him in my email and attached his approval and if I haven’t miss read his previous email he has requested from you to advise… It’s now 3 days after his authorization and 2 days after our submission on new progress form and this has clearly not been submitted for release of funds. Can we please get forward movement on this case. Also please note – we have now been informed that due to delays our contractor is highly becoming doubtful of our deadline – we are entering peak period and keep in mind factories close down as well as suppliers getting fuller with order etc etc. At this stage I’m not even sure that we will be able to match the 3 month period allowed after first release considering the above. Can we please get this sorted asap. Thank You. B & CG Frantz From: HLProgressPaymentQuery [mailto:***] Sent: 16 October, 2019 12:58 PM To: Barrymore Frantz Cc: '***'; Andrews, Clinton C Subject: RE: Progress Payment request form (claim nr 19/049236) Homeloan account number *** Hi Clinton Please advise on request below. Retention R144 035.00. Thanks Should you wish to rate my service, please click on the below link to complete the quick survey. Regards

Jocelyn Naidoo

Service Recovery Consultant

Tel +27 (0)31 *** Mobile +27 (0)31 ***

www.standardbank.co.za

From: Barrymore Frantz <***> Sent: 15 October 2019 11:17 AM To: HLProgressPaymentQuery <***> Cc: '***' <***>; Andrews, Clinton C <***> Subject: Progress Payment request form (claim nr 19/049236) Homeloan account number *** Importance: High Hi Attached please find new payment progress request form as per approval from Mr C Andrews refer to attached email. Please let us know if any further detail is required in order to get this payment request put through process for payment. Regards B & CG Frantz

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Replies (2)
Standard Bank
Standard Bank's reply22 Nov 2019, 04:10
Official
Hello Charmaine, 
  
Thank you for posting your comment. 
 
We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency. 
 
We apologize for the inconvenience and undue frustration, this has caused.  
 
We greatly appreciate your continued support  
 
Kind regards, 
Complaint Resolution Centre
 *** 
*** (fax)
 *** 
CF
CHARMAINE F's update22 Nov 2019, 06:34
Reviewer Update

I was promised to receive a Call from Felicity ('Nkwinika, Ntsako NF')….I still did not get a call:

From: Charmaine Frantz
Sent: Thursday, November 21, 2019 6:09 PM
To: '***'; '***'
Cc: 'Nkwinika, Ntsako NF'; '***'; ': Barrymore Frantz'; 'Parkins, Tessline T'; 'Motsamai, Martha M'; 'Louw, Winstonia W'
Subject: RE: Feedback and Closure of complaint : CG FRANTZ HLB***, 19/049236 SR***


I am sitting here and I am “reflecting” on the conversation I had with Felicity earlier at 15:59……something is not making sense to me at all.

Please follow my “trail of thinking”


  • I called SIL twice and spoke with Edward > both occasions he told me he must call Inyameko’s offices to get confirmation of the amount / get authorization to release payment, etc and then he will call me back > I never got a call back from him
  • I called SIL again and I don’t have the lady’s name I spoke with, who asked me to hold on while she calls the offices of Inyameko > after 32 minutes of holding on, she told me she will call me back as a management decision must be made > I never got a call back
  • 2 days ago I called SIL again, spoke with Winstonia who said (at that specific time when I called) Felicity is busy on the line with Inyameko and I will receive an e-mail from Felicity before COB > which never happened
  • As mentioned in mail below, Felicity has followed up twice today with Inyameko – no response


So, with all of the above follows-ups which was confirmed to me telephonically, do you mean to tell me that SIL has been waiting for the Loss Adjuster’s office to give feedback? Is it a “normality” for SIL to “leave a query unresolved? If I see there has been 2 calls from a client and no response was received (from the team/company/broker/ department, etc) , I will most definitely make sure that the request is actioned and follow through until resolved, within the specified Service Level Agreement.

THREE weeks later…..still no resolution? In our case, I logged complaints on the different platforms, sent e-mails to different departments, spoke with so many consultants in the call centre…..and our query is still not resolved??


This is truly unbelievable……… my job at my company is to track complaints, find a solution, do damage control, make things happen, service the clients….if my senior manager is informed of a negative review on any platform in our service area, whether it’s an e-mail from a client, HelloPeter, facebook, etc…..she will immediately call me in and ask me to show her what I did to prevent us from getting such negative feedback or complaint. For the life of me, I cannot believe that we, the customers, have been asking for help / guidance/ educate us / keep us informed, etc for sooooo long, yet we are still struggling to this day. Maybe SIL has to implement harsher punishment to consultants who fail to do their job, because at the rate we have been complaining, it does not really look like there’s ANY EFFORT or an ATTEMPT to keep us as clients happy.


For the record……Felicity has not called me back yet and I am leaving the office now……going home with a heavy heart….another low blow from SIL


From: Charmaine Frantz
Sent: Thursday, November 21, 2019 5:09 PM
To: '***'; '***'
Cc: 'Nkwinika, Ntsako NF'; '***'; ': Barrymore Frantz'; 'Parkins, Tessline T'; 'Motsamai, Martha M'; 'Louw, Winstonia W'
Subject: FW: Feedback and Closure of complaint : CG FRANTZ HLB***, 19/049236 SR***
Importance: High


Good afternoon,


Allow me to inform you of the following update (in writing):

  • Exactly 15:59 pm I received a call from Felicity (telephone number on my phone shows ***)
  • Felicity informed the reason for her call is to update me as I logged a complaint
  • The conversation was about “SIL is waiting on Inyameko’s response / feedback, (Inyameko is doing the rental amount calculations), she (Felicity) followed up this morning and this afternoon with Inaymeko, still no response received
  • Felicity advised me she will call me back before COB today to inform me of the rental amount payable (the exact time now is 17:07)


In conclusion – Felicity confirmed the delay is not with SIL but with Inyameko. I am not sure if that conversation was recorded….if it was, please send me that recording (I am STILL waiting on the recording mentioned in the below e-mails).


Inyameko – we ALWAYS received excellent services from your offices, I can hardly believe the delay is on your side….please advise if there is anything you need from us which will assist with the query?


Regards

Charmaine