SERIOUS COMPLAINT - Home Loans Department

<p>Dear Standard Bank,</p> <p>Ref: ********** 47</p> <p>On the 31st of August 2016 we have made an incorrect payment to Standard Bank to the value of R10010.00. After realizing this mistake on that same day we have immediately contacted STD Bank and sent a letter requesting a refund.; shortly after that we were contacted by STD Bank via SMS to say the matter had been resolved (which it was not!!) and that the letter we sent you needed to have 2 signatures.</p> <p>We again resent a letter to STD bank with both signatures; after a few days wait again; we have received yet again an SMS to say that you needed proof of payment; this POP we had immediately sent to STD bank.</p> <p>LONG STORY SHORT; after several phone calls and emails and visits to the bank we have still not received our money. On Friday the 16th of September the consultant told me that we'd have our money on that day; STILL NO PAYMENT. When we phoned STD bank on the 19th of September, we were told that the money would be refunded by COB, again STILL NO PAYMENT. I have phoned AGAIN today, and was told that the person who deals with refund had been emailed to find out if and when the refund would be done. Are you telling me that this person has no direct line and can only be contacted via EMAIL? STD Bank takes no accountability or responsibility for this matter - it's been passed on to one person to another.</p> <p>TO DATE WE STILL DO NOT HAVE ANSWERS OR ANY REAL FEEDBACK FROM STANDARD BANK!!</p> <p>I am shocked at the slow pace at which this matter is being handled; every time we phone its a matter of 24-48hrs. Can someone just pick up the phone and tell us what is happening! Stop SMS'ing us and get on the phone and speak with us - we are human after all. We matter too!</p> <p>Life is tough enough; but being R10010 in the red whilst trying to feed my family and put in our car is tougher! PLEASE REFUND OUR MONEY ASAP!</p> <p>IT SURELY CAN'T TAKE THIS LONG TO GET THROUGH TO SOMEONE AT THE HOME LOANS DEPARTMENT! You have no idea how stressful this has been for me!</p>