Poor Service From Standard Bank VAF

Standard Bank Vehicle and Asset Finance

I requested for a settlement quote on my vehicle on the 6th September 2019 from the mobile app. The settlement amount was calculated and sent through by email. It stated that the settlement amount included 5 days' interest. On the 7th September 2019, l paid the settlement figure as reflected on the settlement letter.

On the 11 September, l called in to request for a paid up letter which l needed promptly. Spoke to Nontokozo Mthombeni who requested that l emai her the settlement letter as the settlement on her system does not correspond to the amount paid. A balance of R1.12 was still outstanding. she confirmed receipt of my settlement quote as per the amount l paid, and said she would load a request for the documents to be sent through, together with the paid up letter. She loaded the service request and said it would be actioned by the 18th September 2019. I received an sms confirming this, with the reference number being ***. Today, being the 18th, l receive an sms informing me that my service request has been resolved. No other correspondence had been received from VAF till this sms. So l decide to call in, requesting for the paid up letter which l needed last week already. l receive assistance from Phumzile Sibanze this time around, who asks me to send through the settlement quote as well as the proof of payment as she also sees my account to have an outstanding balance of R1,12c. I send this promtly while still on the call as l needed this paid up letter urgently. She then advised that she would speak to collections to "waver" the outstanding amount and clear the account. I should the call in the afternoon. All these calls are made at my cost, from my own cellphone and non of them last anything less than 25minutes.

In the afternoon l then go to a branch to mske the phone call. This time l'm assisted by a lady who identifies herself as Portia. She tells me nothonothing has been done from the credit departments side and l should call back again tomorrow. I cannot be given a runaround and keep having to call Standard Bank regarding yhis single matter. This is delaying some other activities l need completed with this letter and in the process costing me money. I cannot be driving to a branch all the time, l do not have that time! She then puts me through to VAF Credit department, where l spoke to Thato who blatantly told me there was nothing she could do, she cannot trace the request logged on the 11th September, l should just wait for the one logged today and theres a turnaround time. I should call again on Friday.

Frankly, l am tired of this exercise and cannot wait any longer. I might be one client out of a million in Standard Banks' records or msybe insignificant but this l will not tolerate. Nothing personal against the consultants but l believe they could do more to assist. I AM REALLY NOT HAPPY WITH THE SERVICE I'M RECEIVING IN THIS REGARD. I have a lot of products with Standard bank and if lm getting this poor service on a simple thing like this 1, taking more ththan 10 days to resolve, then maybe l need to start shopping for a better service provider!