MA
Mahlatse A
1 reviews | Active since Mar 2016
29 Nov 2023, 16:16
Pathetic service from Standard bank home loan department
I called on Monday the 27 November 2023 to update my ho,eloan interest rate and I was informed that a request will be sent and I will be called back in two days, I missed the call on the 29 November at 9:30 in the morning and the voice message said I should call back wehich I did at 12:30 and I was informed that someone will call me at 1:30 and I did not recieve a call. I called again on the same day and 3:30 and I was on hold for like 20 minutes with the consultant looking for vthe escalation email that was sent earlie and then he said they will call me again but my fixed rate expires today but he could not get me through to someone who can assist me and said the consultant I spoke with earlie has been trying to get hold of the person to assist me since 1:30. That does not make sense and is not good enough, the voice message says I must call back but when I do no is able to assist me, I am not happy with this service. What happens now that my fixed rate is expiring today? I asked to spak to manager and the consultant put me on hold for 30 minutes, this is bad service, I need someone to get back to me today.
Helpful (0)
Replies (7)0
Replies (7)
Standard Bank's replyOfficial
29 Nov 2023, 16:31Good Day
We are saddened to hear that this has been your experience.
We take these matters very seriously and can assure you that we will be attending to your query with urgency.
We will be taking a closer a look and will get back to you shortly.
Kindest regards
Standard Bank Hello Peter Team
***
We are saddened to hear that this has been your experience.
We take these matters very seriously and can assure you that we will be attending to your query with urgency.
We will be taking a closer a look and will get back to you shortly.
Kindest regards
Standard Bank Hello Peter Team
***
Standard Bank's reply29 Nov 2023, 16:31
Official
Good Day
We are saddened to hear that this has been your experience.
We take these matters very seriously and can assure you that we will be attending to your query with urgency.
We will be taking a closer a look and will get back to you shortly.
Kindest regards
Standard Bank Hello Peter Team
***
We are saddened to hear that this has been your experience.
We take these matters very seriously and can assure you that we will be attending to your query with urgency.
We will be taking a closer a look and will get back to you shortly.
Kindest regards
Standard Bank Hello Peter Team
***
MA
Mahlatse A's updateReviewer Update
30 Nov 2023, 08:29I spoke to a Team leader yesterday at 4 pm and he assured me that someone by the name of Clifford Lithuli will call me in an hour's time and I waited till 6 oclock in the evenining and no one called, I culd not even drive home because incase I miss the call while on the road since I have to guard this call with my whole life, I am so dissapointed in the service. This is frustrating and no one is helpful, all they do when I call back is log escslation and how do you telk me that I cant be transffered to someone who can assist me, I should wait for their call. There's loadshedding and I could be experincing network problems because my phone does not ring, I just see a missed call. you can do better.
MA
Mahlatse A's update30 Nov 2023, 08:29
Reviewer Update
I spoke to a Team leader yesterday at 4 pm and he assured me that someone by the name of Clifford Lithuli will call me in an hour's time and I waited till 6 oclock in the evenining and no one called, I culd not even drive home because incase I miss the call while on the road since I have to guard this call with my whole life, I am so dissapointed in the service. This is frustrating and no one is helpful, all they do when I call back is log escslation and how do you telk me that I cant be transffered to someone who can assist me, I should wait for their call. There's loadshedding and I could be experincing network problems because my phone does not ring, I just see a missed call. you can do better.
Standard Bank's replyOfficial
30 Nov 2023, 09:18Dear Mahlatse,
Thank you for bringing this issue to our attention, we have requested an urgent feedback from the team.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Thank you for bringing this issue to our attention, we have requested an urgent feedback from the team.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Standard Bank's reply30 Nov 2023, 09:18
Official
Dear Mahlatse,
Thank you for bringing this issue to our attention, we have requested an urgent feedback from the team.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Thank you for bringing this issue to our attention, we have requested an urgent feedback from the team.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
MA
Mahlatse A's updateReviewer Update
30 Nov 2023, 09:52Spoke to another Team Leader this morning at 8:15 and he also could not assist me as he has to send an escalation and he said someone will call me back at 9:30 on my landline and I am still waiting, cant even work or attend meetings because I am watching my phone like a my life depends on it, its 9:50 now and when they calL and I miss the call then its my fault, you forget that I also have a job and I have to work, I cant just watch my phone the whole day. As a client who has never missed a home loan paymen t, I feel unfairly treated, Standard bank does not care about the clients, all you do on here is to just send a robotic response whoch helps with nothing. I can't be waiting for a call the whole day, your consultants and team leaders are the same, all they know is to make false promise so they can get you off the phone. My week has been spoilt, I have never dealt with such incompetence in my life. HORRIBLE SERVICE and please dont write a generic response after this, its useless.
MA
Mahlatse A's update30 Nov 2023, 09:52
Reviewer Update
Spoke to another Team Leader this morning at 8:15 and he also could not assist me as he has to send an escalation and he said someone will call me back at 9:30 on my landline and I am still waiting, cant even work or attend meetings because I am watching my phone like a my life depends on it, its 9:50 now and when they calL and I miss the call then its my fault, you forget that I also have a job and I have to work, I cant just watch my phone the whole day. As a client who has never missed a home loan paymen t, I feel unfairly treated, Standard bank does not care about the clients, all you do on here is to just send a robotic response whoch helps with nothing. I can't be waiting for a call the whole day, your consultants and team leaders are the same, all they know is to make false promise so they can get you off the phone. My week has been spoilt, I have never dealt with such incompetence in my life. HORRIBLE SERVICE and please dont write a generic response after this, its useless.
Standard Bank's replyOfficial
30 Nov 2023, 10:31Dear Mahlatse
We have escalated this matter to our team.
We will be in touch with further feedback.
Kindest regards,
Standard Bank Hello Peter Team
***
We have escalated this matter to our team.
We will be in touch with further feedback.
Kindest regards,
Standard Bank Hello Peter Team
***
Standard Bank's reply30 Nov 2023, 10:31
Official
Dear Mahlatse
We have escalated this matter to our team.
We will be in touch with further feedback.
Kindest regards,
Standard Bank Hello Peter Team
***
We have escalated this matter to our team.
We will be in touch with further feedback.
Kindest regards,
Standard Bank Hello Peter Team
***
MA
Mahlatse A's updateReviewer Update
30 Nov 2023, 11:50I was called back by Lerusha and she assisted me, she was helpful and calm. Thank you.
Standard bank home loans department should work on their processes, there is no way you can have a department that does ot take calls or emails, that is my issue.
Standard bank home loans department should work on their processes, there is no way you can have a department that does ot take calls or emails, that is my issue.
MA
Mahlatse A's update30 Nov 2023, 11:50
Reviewer Update
I was called back by Lerusha and she assisted me, she was helpful and calm. Thank you.
Standard bank home loans department should work on their processes, there is no way you can have a department that does ot take calls or emails, that is my issue.
Standard bank home loans department should work on their processes, there is no way you can have a department that does ot take calls or emails, that is my issue.
Standard Bank's replyOfficial
30 Nov 2023, 12:07Dear Mahlatse
We are happy this matter has been resolved.
Our sincere apologies for the inconvenience caused.
We trust you will have a great day further.
Kindest regards,
Standard Bank Hello Peter Team
***
We are happy this matter has been resolved.
Our sincere apologies for the inconvenience caused.
We trust you will have a great day further.
Kindest regards,
Standard Bank Hello Peter Team
***
Standard Bank's reply30 Nov 2023, 12:07
Official
Dear Mahlatse
We are happy this matter has been resolved.
Our sincere apologies for the inconvenience caused.
We trust you will have a great day further.
Kindest regards,
Standard Bank Hello Peter Team
***
We are happy this matter has been resolved.
Our sincere apologies for the inconvenience caused.
We trust you will have a great day further.
Kindest regards,
Standard Bank Hello Peter Team
***