Prestige banking, call centre, home loan application all pathetic

<p>My Husband and I both bank at Standard bank I have been a customer just over 8 years and he has been a customer for just over 10 years, both of us started our accounts back in high school. </p> <p>Standard Banks service of late is disgraceful and pathetic to put it mildly.</p> <p> </p> <p>Problem 1. My husband has a prestige account, we thought this would be easy and convienient considering he is an extremely busy man. on the 21st December 2015 we recieved an email from Janine Cross (customer consultant) who allocated or provided the name, surname of my husbands new banker Faith Nxumalo. 22/12/2015 I responded to Janine via my husbands email asking for a contact number for Faith Nxumalo, 23/12/2015 Janine responded to the mail and cc'd Faith. No welcome correspondence was recieved from Faith , I wasnt expecting it. On 01/09/2016 My husband sent an email to Faith introducing himself and enquiring about a home loan application. No response was recieved from Faith. On 28 February 2017 I sent a follow up email on my husbnds behalf following up on my husbands query. I had included Janine Cross's email address so that she could perhaps assist sincing Janine was the only person who seemed to respond to emails. I also asked that she forward cotact dtails of somebody who could assist y husband if she was the wrong person to speak too. I recieved an automated response from Janine Cross being on leave from 13 Feb 2017 to 13 March 217, no response from Faith Nxumalo. on 02/03/2017 my husband took time off work to go into standard bank and meet with Faith and enquire about the Home Loan, (I dont think this was fair, the whole reson he took prestige banking was so that he wouldnt have to call the call centre or visit the bank for such enquiries). Faith completed an online application and told my husband to wait for Home loand department to contact us back. the application number was ********** . on 26/03/2017 we still where awaiting feedback from the homloans department. My husband called the homeloand contact centre who said they where awaiting payslips and ID which the prestige banker (Faith Nxumalo) was supposed to have informed him about. Without any complaints we emailed the documents to ********** on 28/03/2017. We recieved no feedback, 03/04/2017 my husband called the homeloans department and quoted our application number, the consltant told us that the application was closed and we would have to start a new application!!!!!! </p> <p> </p> <p>Problem 2: I tested out the call waiting time before a consultant answers to assist it takes between 20 - 30 min for your call to be answered, I did this with 2 other banks who answered with in 15min. </p> <p> </p> <p>Why should we stay with standard bank, you clearly dont care about some of your customers who waits 7 months just for a bond application, FNB responded with in 24hrs. I am currently in the process of switching banks, my husband, after his call with the home loans department today, feels the same, and after been a loyal customer, no longer is valued. </p> <p> </p> <p> </p> <p> </p>