Poor Customer Service / Lack of Urgency: Standard Bank Home Loans

Standard Bank assisted with relief assistance 3 months ago that would end 30th Nov-21 (50% reduction on home loan account), in an effort that we could possibly conclude a sale on our property. We finally managed to sign an OTP on the property on 27th Oct-21, and have signed a sole mandate, which was previously an open mandate, that yielded minimal results. Further to the above, the property sale takes approximately 3 to 4 months upon transfer, however noting the same, our reduction relief assistance from Standard Bank will cease end of Nov- 2021, with full amount effective 01st Dec-21. However noting the above we contacted the same Debt Restructure Officer namely Tshepo Ntoagae. My initial email to him was on the 01st Nov-21, We had received no response from Tshepo Ntoagae until this morning and due to me eventually forwarding my request to DSHLrestructures. A staff member Mr. Stenlly Themba Dludlu requested Tshepo Ntoagae to respond to me. This was really with great disappointment, and this was prior to my email dated the 01st Nov-21, and a follow-up email the 04th Nov-21, due to not receiving a response. Mr. Tshepo Ntoagae could have forwarded me a response on the 01st informing me to follow the normal process, and the only reason I emailed him was because he previously assisted me. It is actually sad that Standard Bank takes their clients' financial needs with a lack of urgency and no seriousness, and I guess If Mr. Stenlly Themba Dludlu c/o DSHL Restructures had not requested Tshepo Ntoagae to respond, I guess we would have not received his response this morning. I have been a client with Standard Bank for more than 30 years, and have never had to approach the bank for any sort of financial assistance, and believe it does not feel good requesting assistance, however when you in a predicament due to unforeseen circumstances, you have no choice but to approach the avenues available for assistance to meet your duties as a breadwinner and those that rely on you financially.