Poor service

I am really, disappointed in the level of service or lack thereof, I am currently receiving rom Standard bank. I have a Joint Bond account with my sister who has passed away due to COVID 19 complications. When reporting it last year, I was told that a consultant from the deceased department will call me, which till today hasn’t happened. I have still kept payments for the bond up to date, and even paid in extra every month.

Fast forward to a year later, when requesting Bank Claim Form To be completed by the Cessionary (Bank) for Life insurance claim, I was told to resend all documents (certified copies of IDs, Certified Death certificate and Certified LOE), which I have. These documents were sent to ***. Only an auto reply was received. No feedback was received.

I then went to the Campus square branch on the 21st of September for assistance, where the consultant called a call centre and they requested me to email the Bank Claim Form To be completed by the Cessionary (Bank) to ***. I still haven’t received any feedback

I have to constantly call and each time having to hold +/- 30 minutes before speaking to a consultant, who tell me about a 7-10 day turnaround time. I eventually spoke to a Tokologo Mongatana, who escalated to Tumelo Mashile. No response was received from Tumelo. After requesting feedback, Tokologo escalated to, Nobuhle Mpungose, who also did not respond.

This matter is really becoming Urgent, as it is delaying Life Insurance.