Repeatedly poor service from Home Loans department

<p>Dealing with the Standard Bank home loans department is a nightmare. All functionality to do with home loans has been de-centralised away from the branches. Even prestige and private bankers at the branches cannot assist with home loans. If you go to see them, they phone the call centre while you are sitting in front of them.</p> <p> </p> <p>Case in point:</p> <p> </p> <p>I wanted to transfer the debit order of my home loan to another bank. I went to my branch with the hope of achieving this (and took what I though were the necesssary documents with me). Consultant phoned home loans call centre and advised that I must write a letter and email it to home loans department. Game me a really obscure email address: ********** <p> </p> <p>PROBLEM 1: this is the most unprofessional email address I have ever seen. Luckily I managed to copy it down correctly and sent my letter in.</p> <p> </p> <p>Received an automated response:</p> <p>"Good day</p> <p> </p> <p>We hereby acknowledge receipt of your request to CSAdmin.</p> <p> </p> <p>Your request is being attended to and feedback will be provided.</p> <p> </p> <p>Should you not receive feedback on your query within 3 days from the CS Admin team, please follow the PBB OSS Service Fulfilment escalation process.</p> <p> </p> <p>Regards,</p> <p>JHB OSS Service Fulfilment"</p> <p>No Standard Bank stationery, just a plain text email.</p> <p> </p> <p>PROBLEM 2: This is the most obscure and unprofessional email I have ever seen. It did not have any Standard Bank branding on it. "Should you not receive feedback on your query within 3 days from the CS Admin team, please follow the PBB OSS Service Fulfilment escalation process." What on earth is the PBB OSS Service Fulfilment escalation process??? I really hope I get what I need done, as I have no idea what this process is or how to follow it.</p> <p> </p> <p>Receive another email after a day on 8/11/2016:</p> <p>"We would like to confirm that your service request ######## for D/O Amendment, is now open. Please allow until 11.11.2016, for investigation and resolution. <br />If you have any further questions about this service request, please call us on ***."</p> <p> </p> <p>PROBLEM 3: Another unprofessional email - I had no idea what a D/O Amendment was. I eventually worked out a debit order amendment. Oh dear, this is going to take 3 days for such a simple query.</p> <p> </p> <p>Received another email:</p> <p>"STANDARD BANK REF####### TEL ***: Good day, kindly be advised we require a stamped bank statement from Investec to amend debit order details.Thank you "</p> <p> </p> <p>PROBLEM 4: The least professional email yet. No name to email back to. No stationery, no signature. Just a plain text email with the one text line above. AND, it looks like I need something else. WHY did the original call centre agent at the branch advise me to also provide a stamped bank statement.</p> <p> </p> <p>Received another email:</p> <p>"We would like to confirm that your service request ######## for D/O Amendment, has been resolved."</p> <p> </p> <p>PROBLEM 5: NO, IT HAS NOT BEEN RESOLVED. You have left me at the beginning with a new set of requirements, and without anyone to communicate with.</p> <p> </p> <p>This is the most unprofessional set of emails I have ever seen.</p> <p> </p> <p>Do not take a home loan with Standard Bank. This is just one of the many problems I have experienced with their call centre.</p> <p> </p> <p>I am glad I am leaving them and moving to Investec.</p>