poor service

my email dated 13 March 2026, I lodged an application for a home loan with my banker. On 16 March 2026, I received a call from Standard Bank ***) informing me that the property I am planning to purchase was valued, through a desktop evaluation,.

During that call, I requested that the desktop evaluation report be shared with me so that I could use it in negotiations with the seller. I also requested that a physical evaluation be conducted at the property. I was assured that this would be arranged. However, to date, I have not received the desktop evaluation report, and the physical evaluation has still not been conducted.

On 18 March 2026, my husband followed up and was informed that the evaluation process takes approximately 13 to 15 days. On 20 March 2026, I followed up again and was told I would receive feedback after being placed on hold for 20 minutes, but no feedback was provided. Today, 23 March 2026, I made another follow-up and was advised that the system does not reflect that a physical evaluation request was lodged, despite being previously informed that it had been submitted.

This situation is extremely frustrating and disappointing, particularly because our Offer to Purchase is due to expire on 27 March 2026. All other banks have already finalised their processes, and it is only Standard Bank my primary bank since I first opened a bank account that is causing delays. I have always believed that Standard Bank values customer loyalty; however, based on this experience, I do not feel like a valued customer.

Should this matter not be resolved before the expiry of our Offer to Purchase, my husband and I will have no choice but to consider moving all our banking products to another bank that demonstrates greater efficiency and customer appreciation.

I kindly request your urgent intervention in the following: • Provision of the desktop valuation report • Confirmation that a physical property evaluation has been arranged • Clear timelines for feedback on my home loan application