Poor Service, Lack of Guidance and Ignored Correspondence

I would like to lodge a formal complaint regarding poor service delivery, lack of proper guidance, and ignored correspondence from a consultant assigned to my case.

I was assisted by a Standard Bank consultant, Zandile Mnyakeni, in relation to a cession-related request involving my home loans. From the outset, I requested that both my bonds be included in the cession, this was also communicated in the follow-up emails (of which were ignored). As I am only a client and are not aware of the Cessions department processes, I therefore reasonably re**** on the assigned consultant as the subject matter expert to clearly outline the process and specify all documentation required for my

On 29 December, I received an email from the consultant advising only that a signed cancellation letter was required. No further guidance or mention of additional documentation or bond numbers was requested at that time.

In my initial request, I explicitly asked that both of my bonds be included as the policy was sufficient to cover both outstanding bonds. I followed up with two separate emails to confirm this request, both of which were ignored. Only after I sent the 3rd follow-up email did the consultant respond, stating that all documentation and bond numbers were required.

My concern is simple but serious: Why was this information not communicated clearly and upfront in the initial correspondence? This omission caused unnecessary delays, confusion, and repeated follow-ups on my part, which could have been avoided had proper guidance been given from the start. I sent my final communication on 31 Dec 2025 with the requested documentation and bond numbers but I still have no correspondence from the consultant of even acknowledgement of my mail.

As a client, I should not be expected to know internal Standard Bank processes or guess what documentation is required. That is precisely why a consultant is assigned to a case.

I find the lack of responsiveness, incomplete instructions, and disregard for my follow-up emails unacceptable and inconsistent with the level of service expected from a financial institution of Standard Bank’s standing.

I have since submitted all the requested documentation, but the experience has already fallen far below acceptable service standards. I am lodging this complaint in the hope that Standard Bank will address both the handling of my case and the broader issue of consultant accountability and communication.