Poor customer experience

To Whom It May Concern

As a result of the COVID-19 Pandemic and the government lockdown, social distancing restriction our tour operating company suffered financially. We were unable to fulfill our financial obligations, we reached out to Standard bank for assistance, after numerous email attempts no one responded to our communication.

Eventually, the payment holiday was granted on our home loan and vehicle asset finance, we never received written or telephonic confirmation that our applications were approved, as a result, we were not aware of the holiday period. And the debit orders request continued going off our account.

We received a call a month after the holiday period ended informing us that our account for the vehicle finance is in arrears, (R6 522) since our financial situation had not improved at the time, we advised the consultant that we are not in a position to settle the arrears but will resume paying for the vehicle finance.

After months of harassment by debt collectors, none of the payment arrangements we made were captured on the system by the consultants. Because of Standard bank's lack of communication and inappropriate business conduct, we receiving calls every day from the bank attorneys with regards to a situation that is out of our control. And not of our own making.

And finally, we need clarity on why our home loan and vehicle asset finance balances increased while we were given six months' holiday payments.

The bank should take responsibility for its poor level of service and find a suitable manner to rectify the above matters.

Looking forward to a favorable response.