Poor communication and poor customer service

<p>Good day,</p> <p>I have a homeloan with Standard Bank. I have paid in over and above my required repayments on my Standard Bank homeloan for several months now. When I checked my account on internet banking, it showed me there was a balance availible that i could access. I then called Standard Bank to change my account into an access bond account to access to funds.</p> <p>At no time were we told that the "available funds" would then be used to reduce the capital amount on our bond account. Which means that we start from scratch. This is not what we wanted.</p> <p>I have called homeloans almost everyday since we have app**** for an access bond. Nobody could tell me what was going on, until I demanded answers, where I had to hold for almost 10 minutes because one of the consultants needed to speak to a team leader about what the problem could be.</p> <p>My entire experience this time around with Standard Bank has not been a great one, from one issue to the next and I always needed to contact them. Not the other way around, which lends itself to poor customer service.</p> <p>At this point I don't feel that I am getting any better service being a prestige member of Standard Bank than if I had a normal savings account. </p> <p> </p> <p>Your urgent response would be greatly appreciated.</p> <p> </p> <p>Kind regards,</p> <p>Alice</p>