Shady, ********* as well as underhanded Advice!!!!

Bond account *** *** (MR. G ADJIET)

I Aadila Khalil , acknowledged the call received from Michele yesterday afternoon and as per our telephonic discussion, I was informed that the Bond optimisation department will have to call Mr Adjiet to discuss the interest rate. She offered to call Mr Adjiet at a convenient time to ensure contact is made between the two parties.

Subsequent to that, a retentions agent from Standard Bank called Mr Adjiet Tuesday (11/04/2023) afternoon and advised that he listened to the calls and under no circumstances was Standard Bank at a fault. Contradictory information indeed, as it was later discovered that the retentions agent listened to the incorrect call.

There is an efficient way of solving this query:

- I refuse to believe that nobody can be contacted at Bond Optimisation, surely there is a head of department or better yet a team leader. Kindly forward me the correct contact persons details. - Secondly, the retentions agent advised that Mr Adjiet should email his query with more or less assumed dates of the calls between both parties last year. Furthermore, we still await an email from the agent in order for us to respond. A couple of days has passed by and still no email. - We need to ascertain who spoke to Mr Adjiet last year. Michele mentioned that the request needs to come from the client however the retention agent listened to the call prior to that. I honestly find every conversation with Standard Bank highly contradictory.

I will reiterate the following:

- Standard Bank Collections called Mr Adjiet last year sometime (around August, September). Following that conversation, Mr Adjiet enquired about the fixed bond rate of which the agent’s response was that it will be fixed till April 2023 and the client could call in come April 2023 to renew the contract for the exact same fixed rate every year. Mr Adjiet has been compliant with this request but has been shoved from pillar to post after adhering to a request from a ”reputable” financial institutions staff member. This is beyond unacceptable!!! - It is extremely disturbing that an agent who is by law “fit and proper” has given unsounded advice. Mr Adjiet has spoken to the call centre, emailed the resolutions complaints team as well as emailed the branch and all 3 sources are unable to provide feedback. Maybe HELLOPETER Complaints is the only instance when standard bank responds. - It is imperative that someone in management comes back to either myself or the client. Should none of us answer, an email will be appreciated informing us of the findings thus far. - Should there be no solution in place by today and both parties have not reached consensus, an application will be made to the ombudsman. - Not to be negative or critical, I find it astonishing that in the 21st century it takes time to address a simple matter. I do not agree with some of the matters raised therein. The client has made numerous calls regarding this query and wasted enough time with this. Standard Bank needs to come to the table and provide feedback timeously. - Once again the client will NOT be paying the higher interest rate as a result of incompetence on Standard Banks part/side.

I am affording “Standard Bank” the opportunity to address and resolve this query by today. Should this not be adhered to I will have no choice but to raise my query on every social media platform as well as the Ombudsman for banking.

I trust the above is in order.

Kind Regards Ms A Khalil on behalf of Mr G Adjiet *** ***