My review is my mails i have sent and in the email to Standard Bank excluding the mail i sent today so you are able to see the dates i sent these mails to all teh emails addresses provided.I'm unable to phathem how a customer has to go these lengths to b

From: Chantelle Polansky Sent: 07 October 2020 10:07 AM To: ***.; ***; ***; ***; ***; *** Cc: Chantelle Polansky <***>; '***' <***>; erica******; '***' <***> Subject: FW: Urgent Advise on my Insurance Claim:HLB *** -Mr and Mrs Polansky and Complaint Letter

To whom this may concern.

I am directing this letter with great frustration as a current account holder with your bank, and even more so that my below mail has been completely ignored with no contact or interest from your side.

Beside the mail below this is my current scenario since the mail was sent on the 18 September 2020.

I started making calls every second day Monday the 21 September 2020 explained and gave my reference as mention in the mail below with the complete information with who we spoke too on this day we spoke to a customer call taker called Ntombi and she advised me that they couldn’t see that there was a request made which I stated but my parents have a reference number and insurance claim number. She assured me that she is making a call out request for a plumber to go out and check my parents geyser, note that this was now the 1st attempt and new call out. On the 23 September 2020 I again called as there was no attempt at calling my parents or any contact made to inform us that the plumber will be arriving it was 2 days which passed and again no follow up on the immense issue my parents are dealing with, on this day I spoke to a Princess where again I had to explain the whole matter from the email date and onset 1st call which was made on the 10 September 2020 . With Princess she assured me that she sees we have a issue and she doesn’t see anything on the system which states the outcome of the call out. She now said that on that day(23 September 2020) there would be someone coming out the check the geyser. Now considering that we were on lock down level 2 my parent gave your bank the benefit of the doubt as maybe there was a high volume of call outs but keeping in mind communicating this would have been a great help as this had caused us a huge inconvenience. I than went to the bank in Parow Center as I needed to collect my card, I asked the teller to please give a number where I can call and get proper help as all the numbers I call leave me with no proper assistance and make broken promises. She gave me the *** and mentioned that I must keep calling it does take long to get through due to the minimum amount of staff working, I called and got nowhere as the call volume was high and it took me a whole 30 mins on the line with my 1st attempt and on the 2nd and 3rd I was being sent from one operator to the next, this was fruitless and very unprofessional to say the least. Nothing came from that as well.

The next call I made was on the 2 October 2020. The number I called was the number given to me by the teller at Parow Center. On this day I spoke to a Thabo he seemed to really want to assist me and checked the system just to inform me that there was nothing on his side that he could see. This after I gave my parents ID numbers, our address, the reference number of the 1st call and insurance claim number. Full details and again a dead end. Please note its been attempt after attempt with no effort at all from standard bank we have sent emails called after call even went as far as to seek help from a branch and yet we are nowhere near satisfied with our service we receiving from any of the means of assistance.

My last attempt I made was yesterday and at this point right now I am completely infuriated with all this back and forth coming from our side as customers.

Yesterday I went on the internet and got a number ***, I choice the home emergency options and the call operator I spoke to first was Lwasi before I started with my the geyser issue I needed to express my enormous issue with the improper service provided by standard bank in all aspects. I explained to her all the calls and emails I sent and what the issue was I gave my parents details again with the reference number and insurance claim number. With all this being said she requested I hold on as she try to find out from a supervisor what to do next. I hold on which was a few minute just to hear that I was transferred to another department and I was now being assisted by Ntlantla who wasn’t aware that I spoke to Lwazi as she doesn’t even know who Lwazi is…. Again I completed felt at my wits end. She than apologised and requested my parents information this being the more than 10th time I was going to explain the situation. Again I gave the details of my parents with all the information attained with all the calls made. Ntlantla informed me that it shows that the call out was cancelled for 1 for 2 they couldn’t get hold of my parents 2 and there shows no changes made or attempts of all my calls. As the number she gave me was still the old one even though I changed and gave the numbers on numerous times to each call operator and even gave it in the mail below. She made the number changes and said that they would call I requested that she make the call out time after 13:00 as no one was at home yesterday before that time we all are frontline workers. She made the change and said the plumber would call before they come out and than gain when they arrive at the house. I was super hopeful as Ntlantla said she knows that I feel frustrated and I have lost confidence in the standard bank assistance but,to please note that she has sorted the matter out. She also stated that all calls are recorded and that I can use it as proof.

The following are the details of my parents.

Mr. Martin.J Polansky *** Mrs. Erica.H Polansky ***

Call details made to Standard Bank.

HLB *** Insurance claims number Nolundi Ref-20/076829

So now my issue is as follows:

• My parents have a bond with standard bank and regardless of lockdown never ever missed a full payment, yet we are fighting to be heard when it a right they pay for every month. • All the operator I spoke to were no help at all except Ntlantla who went the extra mile and could actually assist me with proper information. • How is it possible that all calls are record yet there is no record of my calls I made and when referring to it there is no proof what that, what is the point in that. • Why has no one tried calling the customers at any given time and why do you neglect your customers and treat them with such great disrespect. • What exactly needs to be done for this matter to be resolved. • Is this how you treat loyal customers. • What will be done after this mail and all the details are read as clearly my 1st mail was ignored and completed taken as unimportant. • I need to find new faith in this bank as yesterday a colleague had the same issue and was assisted immediately by her bank SA Home Loans.

To date yesterday was a complete let down as no one called or came out to our property. Please advise what is the way forward or should my parents change banks to seek better service as this is completely outrages to even have to go this far to get deemed help from an enterprise who promises to move forward. This is going nowhere except backwards.

Kind Regards Chantelle Polansky-Arendse Admin Support EMS - College of Emergency Care Department of Health Western Cape Government Mobile : *** Tel : ***

Email:*** From: Chantelle Polansky Sent: 18 September 2020 11:39 AM To: ***; *** Cc: *** Subject: Urgent Advise on my Insurance Claim:HLB *** -Mr and Mrs Polansky

To whom this may concern.

Hope my mail finds you well.

I’m sending this mail on behalf of my parents Mr. M.J and Mrs. E.H Polansky.

On the 10th September 2020 which was last week Thursday, my mother Mrs E.H Polansky made a call and was assisted by Nolundi ref-20/076829 in regards to the issue they currently with their geyser which is tripping the power box.

My mother was informed and assured by Nolundi that a technician would be sent shortly out to my mothers property, as of yet no one has come or even checked out the issue. This is a whole week later and no one has followed up on the matter via telephonically or came to the property and inspect. My parents are now without hot water and have been for this whole week. It is very disappointing that it has been such a struggle and inconvenience for my parents and that you as a bank have not seen the need to make contact or keep to the promised of sending out a technician a week has gone by and nothing from standard bank. My parents are loyal customers of your establishment and I myself am I loyal and trusted customer. I would like that you please contact and correct the unpleasant taste this has left in their mouths with at least a apology and proper inspection of the issue she currently has. Please note that they have paid their bond in this very trial time we are currently in with our pandemic and this is not a favour from standard banks part but this your duty to keep the customer happy especially when they are loyal customers. I trust you understand the disgruntle feeling and that you are able to validate how we feel as standard bank account holders.

The following are the details of my parents.

Mr. Martin.J.Polansky *** Mrs. Erica.H Polanksy ***

Call details made to Standard Bank.

HLB *** Isurance claims number Nolundi Ref-20/076829

I trust my parent will hear from you soonest. Should you need any information refer to mail as all information is explained in the mail.

Kind Regards Chantelle Polansky-Arendse Admin Support