Rude and impatient call centre agents...No feedback on emails....hours and hours of holding holding for assistance. So disappointed.

I doubt I am certain my review will be the same as many already posted here. But I am just so disappointed by the lack of concern from Standard Bank.

On the 25th of March I sent an email to the debt care center requesting a payment holiday beginning in April. This is after I visited a branch and got assigned a telephone to call the ***number where I held for over an hour. On various says prior to sending the email I tried calling this number again and held for hours again with no response.

On the 15th of April I sent a follow up email, including a letter disclosing how the lockdown will affect my remuneration. On that email I received an automated response advising feedback within 7 to 10 working days.

As I type this review on the 5th of April, still no feedback. Instead I woke up to a debit for the car having gone off my account.

I called the ***again at 08:24. Finally get through and spoke to an agent by the name of Khathu. I work in the hospitality industry, I understand that the call center agents are likely under alot of stress dealing with customers like myself who call in upset. But the way she handled our interaction was especially poor. She was very impatient. Kept cutting me off when I was trying to give details regarding my query. She tells me that if my account was debited it means I don't qualify for the repayment holiday. Then she checks my ID and says okay no I do qualify, my query hasn't been attended to because it take 3 weeks to respond to emails because of the back log. Clearly she didn't hear that I sent my first email on the 25th of March because she kept interrupting me when I was trying to explain. Then she sends a reversal request which I didnt ask for. I ask her please don't request the reversal because I know that by the time I get that money back it's going to be too late to make a difference. She says she's already sent it so there's nothing she can do

Really Standard Bank. Really??