PATHETIC SERVICE FROM STANDARD BANK

<p>Extract from our email to Standard Bank that has gone unanswered since Monday. Our Bond was approved 2 months ago and we are still trying to get it registered. This bank knows nothing about putting their client's first.</p> <p> </p> <p>Apology not accepted.</p> <p> </p> <p>For your sake (Standard bank), I hope that your e-mail below is correct. If not, you have just proven how ineffective your departments are in terms of actually caring enough to confirm the facts.</p> <p> </p> <p>My understanding from recent developments is that the only document in dispute is the builders Allrisk policy. Incidentally, the option to submit a new policy or confirmation of cover on every draw was NEVER offered to us.</p> <p> </p> <p>I have attached the documentation that was sent to the attorney’s (on 31/08 and 01/09) which include the:</p> <p>SG diagrams<br />NHBRC certificate (This was actually submitted with the original loan application and we have had to re-submit as it was apparently scanned and then shredded by Standard bank)<br />Unit enrolment certificate (The original was personally handed to Reshma of Austen Smith Attorney’s at the end of August)<br />Letter of appointment of the Engineer (this was also submitted with the original loan application and once again scanned and shredded by the bank)<br /> </p> <p>Reshma:</p> <p>Please confirm that you have actually submitted these documents because Standard Bank has just confirmed that they don’t have it? <br />Also, please confirm if Standard Bank gave you the option of a monthly policy confirmation when every draw is done? If so, you have not communicated this option to us.<br /> </p> <p>Guys: I am done with this. I am going to the Ombud which I will submit on Monday morning. I am then going to follow this with posting it on Social Media as I am clearly dealing with people who are in the business of copy and paste as it is apparent from the e-mail below.</p> <p> </p> <p>As a bank, I believe that it is your job to provide me with the loan you were so kind enough to approve but seemingly are not intent on paying.</p> <p>As a customer, I believe that it is my job to provide you with documents that you require which I have done and you have either destroyed or rejected because it apparently has been received?</p> <p> </p> <p>We now have about 11 working days to make the next payment to the builder of which:</p> <p>Standard bank needs 5 days to issue a decision to the Attorney’s to lodge at the deeds office<br />The deeds office takes 7 -10 working days to register<br />Standard will then require other forms from us an possibly other requirements before they make the first payment leave alone the fact that this is now the second draw from the builder (we have already covered the first payment ourselves by having to disinvest monies that were not in our plans to do so at this time).<br /> </p> <p>YOU GUYS ARE UNBELIEVABLE!!!!</p> <p> </p> <p> </p> <p>From: Rabe, Penelope PM ********** <br /> Sent: 17 September 2016 09:51 AM<br /> To: <br /> Cc: Chetty, Vashnie VU; de Bruyn, Beverley B<br /> Subject: Complaint Ref No ********** 021<br /> Importance: High</p> <p> </p> <p>Good day</p> <p> </p> <p>I refer to your complaint regarding concerns raised within your home loan which we recently approved, as a building loan.</p> <p> </p> <p>Please accept my sincere apologies for the breakdown of service that you have experienced.</p> <p>As service quality is essential, we are determined to provide the service levels that you are entitled to expect. Clearly our standards do slip from time to time and we rely on feedback from our customers so that we can take corrective action to ensure that incidents of poor service do not recur.</p> <p> </p> <p>I have reviewed application and confirm that the documents which is still required as far as building loan requirements are concerned are:</p> <p>Surveyor general Diagram, this confirm actual position of property site on site.<br />NHBRC Registration Certificate of appointed builder<br />Contractors All Risk policy. The one received with application expired on 31 August 2016. Please note that we do not accept policy which is renewed monthly, normal approval is for 12 months. If we do accept policy which is renewed monthly, this will means that you will need to submit new policy with each progress payment being requested.<br />Unit Enrolment Certificate with NHBRC as well as engineer appointment letter will be required when first progress payment draw is requested.</p> <p> </p> <p> </p> <p>Please refer back to me with any further concerns you may have relating to the building loan. I trust that the above clarifies your concerns raised and that business between yourself and the bank will be restored.</p> <p> </p> <p>Kind regards<br /> </p> <p>| Penny Rabe |<br /> | Manager: Private and Business Banking |</p> <p>| Complaints Resolution Centre|</p> <p>|Standard Bank Centre | 6 Simmonds Street | Johannesburg 2001 |<br /> |Tel: +27 10 ********** | E-mail: ********** <p> </p> <p> </p>