Multi department client failure

To whom this may concern,

I've recently became a client of Standard Bank, after being lured with lower interest rates.

I've been patient till now, but every person does eventually reach their tipping point. And do not even bother writing a complaint to their ‘complaints resolution centre’, as it has been 5 days without any feedback not even an automated response. Just shows one how much they value you as a client. In the past month being a client, it's unfortunate to say but SB lacks poor/no client service s****s.

(Please note that the consultant’s names are kept anonymous)

On the 19th of December 2019 I had a conference call with Person A and Person B concerning the refinance/move of my car loan to SB. Throughout our discussion, I was advice which documents Person A requires, in order to assist with the above-mentioned task.

So, on the 20th a mail was sent containing the required documents (Natis copy, Signed contract, Settlement letter, ID copy, License copy, Proof of banking details, Proof of physical address and Income tax number). However, after several follow ups and poor feedback it's unfortunate to say to date no progress was made (feel free to ask for all corresponding mails).

Secondly, SB assisted moving all my debit orders some successful and others not. Nevertheless, it was made clear with Person B and in Kolonnade branch with Person C, that all debit orders should only be effective from the 27th of January 2020. Which is not the case at the moment, Cell C tried to deduct an instalment on the 15th and Vodacom has not yet deducted their instalment at neither of my Banks. Which is strange since in the past 6 years Vodacome has never been late.

All good but this leads to my third issue, Person C (at kolonnade branch) assisted with opening my account at SB. One of the limits which were discussed that day was my overdraft, which I thought would cover Debit Orders switch to early by SB (like Cell C). However, I learned today that I was miss informed, evidently you do not provide cover for new clients and only members with an account older than 3 months.

Thus, my record with you and other service providers looks really poor at the moment. And all the sudden my account balance is in the negative. (Good one, penalize your client for mistakes made by Standard Bank)

Lastly, my home loan, In December I've requested that I would rather have my Attorneys (Adams and Adams) handle the bond registration. The gentlemen I spoke to said that he will send a request to the back office. Well I'm not sure if the back office is backed up but it has been a month and yet no feedback.

I trust that these issues brought to your attention is respected and resolved as soon as possible. Please ensure that both Vodacom and Cell C is contacted on my behalf, according to me the instalments dated the 15th should be deducted from my previous Bank holder.

Your urgent response will be appreciated.

Regards