standard bank

Good day
I only have one missed call at 16:04 from a standardbank landline ***.
I was on another line at the time.
Already received mail saying the bank tried to contact me and I’m unavailable. I tried phoning back and there’s no reply. This is the service we get from standardbank

Its unacceptable to treat clients in this manner. Since yesterday afternoon I have tried to phone that number *** but the person does not answer the line, rings until it goes to voicemail. Now , who do I take this up with? Theres no reference number or anything. Do I continue to write reviews about Standard bank ? When a client needs assistance the bank phones once and if they can't get hold of you they leave it at that. But if they need money from a client or want us to sign up for their products, they phone every hour.
This is terrible customer service from standard bank.

its sad indeed how clients are treated by the standard bank VAF dept. Even this morning I received mail from attorneys regarding this matter. I have a very good offer on the table but I might lose the offer because of the mess created by the bank by ignoring my application which was submitted on the 2nd week April 2022 already. The bank can grant permission for the sale to continue and waiver the shortfall because I can't apply for the shortfall cause of the application being ignored in April 2022. Everyday I have to be on calls with the bank trying to get assistance and everyday no solution .Its a matter of kicking the ball down the field and being sent from dept to dept. Im extremely frustrated with standard bank. I just want to close this VAF account asap.

The matter has been escalated the response says, the matter is being escalated for me to apply for a loan of which they know it won't be approved. In April I app**** for a 1 month payment holiday on this account. 3 days before month end the response was "your application has been withdrawn" , upon enquiery I was told its because there's information missing from my application. However,i resent the same email and documents at the end of April and this time the same info was accepted for consideration. This is in the beginning of May 2022 now when I have missed the payment at the end of April fr which I had submitted application for payment relief of one month. Now the account went into arrears.
In May, after a lot of phone calls to standard bank and emails to cha.lee email and debt care departments, and also a negative review on this platform, the matter finally received attention and the payment relief was now granted. They granted 3 months instead of 1 month I initially app**** for. I was assisted by a gentleman named 'Jade' if I remember correctly.
Now after all this mess that has happened and my account in arrears, the payment relief is from end of May to end July 2022, I'm being phoned by attorneys who are sent by standard bank for the account being in arrears.
In May i started the process of selling the vehicle. I advertised privately on the internet and received offers but were not satisfactory. I was then advised to do a downgrade on the and purchase a cheaper vehicle. I tried to do a trade in on other vehicles but the offers are low and the shortfall is in the region of 60k, of which I don't have the funds to do a deposit. I finally received an offer last week of 460k and the settlement is at 490k. Good offer! But I'm struggling to go ahead with the deal because I dont have the 30k shortfall amount. I engage standard bank on this matter for assistance to close the account on this offer and again I hit a brick wall. The VAF manager told me to apply for a loan from a bank and pay the shortfall amount, but I cannot do that with my credit record being affected by missing payment end of April of which I had tried to alert them to and to apply for 1 month skip. The application did not receive attention and I enquired two times after submission to check if all was in order and to notify them I had not received feedback. I was told it takes 7 working days and I should be patient. It took longer than 7 days and I still have all the email chain to prove this.
Yesterday after speaking to the VAF manager and being told to apply for a loan with a *****ed credit record because of standard bank , i have to submit loan application which will most likely come back with unfavourable results and I stand to lose an offer to sell this vehicle because of the time its taking to respond t the potential buyer. I even requested to close the deal off and ill be liable for the 30k difference which I can pay off in July but the VAF manager refused and said she doesn't do such deals, I have to speak to my banker for a loan.
I find this all so terribly unfair because as bank customers we are advised to always contact the bank as soon as you foresee challenges on fulfilling obligations but yet in my case standard bank is doing the opposite. I informed them and I app**** for 1 month relief but instead I received "application withdrawn" after nearly two weeks. Standard bank only responded because I wrote a bad review about the customer service, even now I'm only receiving feedback and "assistance" on this matter because of Hello peter website. It is totally unacceptable and very unfair on how they are dealing with this matter after being sent from department to department and sending emails, I have all the chain emails.
I will not stop writing reviews on this matter as long as standard bank does not resolve this, Its extremely unfair, customer service non existant but when the account is in arrears they phone the whole ****en day! When customers need assistance they are nowhere to be found and non responsive. At some point I was even told I should wait for account to be in arrears and then someone will call me for an arrangement, what a load of nonsense from a commercial bank!
Im starting to believe that these application are being racially profiled because there is no sense here, and it seems standard bank just wants to tarnish my credit records because they are not even meeting me halfway in resolving this issue. This is totally unacceptable and I'm taking this matter/complaint to the media now. Things cannot continue in this manner.

Once again I received an email of "acknowledgment from standard bank and there team will be in touch to provide feedback on the matter"
In a space of 24 hours I spoke to two different people from standard bank regarding this and I had to explain my case all over again. AND once more I was promised "we'll get back to you with feedback later in the day'. Another day has passed and still no solution to this mess.
I have 95% offer to settle debt with standard bank , but they are not willing to close the deal and contract. My debt is 490K currently and I have offer to settle this with 460K, standard bank and their VAF manager have refused this offer. The "feedback and assistance" is that I should apply for a 30k loan to settle.
standard bank customer service is pathetic, the handling of this matter has racial profiling all over.

As ia have been saying all along to the different consultants and the VAF manager, my application for the loan I was told to request has been declined. Reasons: My VAF account is in arraers and therefore I cannot be granted loan!

APPLICATION NUMBER ***.

CAN STANDARD BANK SORT OUT THIS MESS AS I HAVE EXHAUSTED OPTIONS AVAILABLE ON MY PART. I HAVE DONE WHAT THEY HAVE REQUESTED OF ME, ALL IM ASKING IS TO SETTLE THIS ACCOUNT AT THE 460K ON OFFER OR GIVE ME A PAYMENT ARRANGEMENT OF THE 30K WHILE THE ASSET HAS BEEN SOLD OFF ON THE 460K DEAL. ITS 30K SHORTFALL!!!
STANDARDBANK MANAGEMENT ARE FAILING TO MAKE A 30K ARRANGEMENT ON THIS MATTER OR TO EVEN CLOSE THE CONTRACT ON THE 460K OFFER. AND STILL I GET PHONE CALLS FROM THEIR LAWYERS REQUESTING OUTSTANDING MONTHLY PAYMENT. ITS EVIDENT STANDARD BANK DOES NOT WANT TO DO BUSINESS IN GOOD FAITH AND ARE JUST PLAYING DIRTY AND UNREASONABLE. THERES NO WAY THIS CANNOT BE RACIAL PROFILING BY STANDARD BANK WHEN IM BEING GIVEN THIS UNREASONABLE TREATMENT!

At 14:21i received a call from Standard bank again, This time to refer or suggest I should apply to sell the vehicle on help u sell platform. This after they said my only option is to apply for a loan to pay 30k shortfall. The consultant then promised to get back to me "shortly" with the contact person assigned to this sale, its almost 2 hours and still no feedback regarding this process Im requested to embark on, its a Friday afternoon and the whole week Myself and standard bank are stuck on how to settle the deal, the stumbling block for the week is the 30k.

Now I am patiently waiting for the name and contact the person "assigned" to this matter from the help sell department I have now been referred to.
I am now standard bank fatigued, terrible customer service.
i've noticed all their responses to this thread are private.

As the generic responses continue, I'm still waiting for feedback on the contact person for this facilitated sale that standardbank has directed me to. Its a week later and the potential buyer has been waiting and I have just started another standard bank process. No feedback yet on the person who's handling this matter at the new division I'm directed to.
Meanwhile the standard bank lawyers , Blake associates are relentless in their telephone calls, even on a Saturday morning at 09:26 I received a call from *** asking me about this account. I receive an average of two calls a day from the standard bank lawyers.
This Standard bank VAF matter continues...

Its a new week.. meaning another week of back n forth and delays from standard bank. Last week I submitted everything they requested re concluding the deal on offer. Standard bank consultant promised to get back to me with the contacts of person assigned to this matter, Its Monday 09:10 and still no communication from standard bank. I have already received two phone calls from potential buyer asking if the deal is still on at 10am this morning, of which I informed standard bank of this last week already. On Monday 13th June I received the offer and I have delayed it by a week to try sort out issues with standard bank but still there is no assistance from standard bank, even though they claim to be working on this matter in their responses. Standard bank refutes the statement that this is racial profiling on their part in the treatment they are giving this matter, but how does this make sense when a customer is trying to conclude a deal but they are not keen on this.
Standard bank customer care is really terrible, especially standard bank VAF department.

I have already tried phoning easy sell dept this morning and I was referred to Colleen on *** and the phone just rings unanswered. This is extremely frustrating and unfair to be still sent from pillar to post on this matter so many weeks later. Actually more than two months now of this treatment. The only time I get feedback is when I write a complaint on this platform, which is sad to notice that a commercial bank like standard bank only attends to customer care when there are reviews on this platform or social media. Standard bank Customer service is really terrible, I highly suspect this would not be happening had I been a customer of a different race.

I tried again to contact standard bank easy sell dept and this time around I'm told they will get back to me regarding the receipt of my documents. A few moments ago I received mail from helpcentre@standardbank indicating they only received two pictures and not the application document. While on Saturday I received mail from the same address informing me that easy sell only will be working from Monday at 8am, NOT informing me of outstanding documents at that stage.This is totally unacceptable

"Good Day Mr. Lebo ,

Our Help Centre and Easy Sell Centre are already addressing this matter.

An email has been sent to you requesting further details.

Kind Regards
Standard Bank Help Centre"

THAT WAS STANDARD BANK RESPONSE AT 11:16 TODAY.
AT 12:12 I THEN SENT THROUGH WHAT THEY REQUESTED, NO RESPONSE FROM STANDARD BANK.
AT 13:42 I THEN SENT ANOTHER EMAIL TO HELPCENTRE@STANDARDBANK AND TO ESASSETMANATES@STANDARDBANK TO GET FEEDBACK OR UPDATE ON THIS ONGOING MATTER. STANDARDBANK RESPONDS AT 14:10 "THANK YOU SO MUCH FOR THE SCREENSHOT.HOWEVER, MAY YOU PLEASE SEND US THE FULL DOCUMENT IN PDF FORMAT PREFERABLY.SHOWING ALL DETAILS INCLUDING SIGNATURE"
2 HOURS AFTER I RESPONDED TO THEIR MAIL.

THE MATTER IS STILL UNRESOLVED...THE BUYER STILL WAITING...STANDARD BANK CLIENT STILL FRUSTRATED

I have submitted all requested documents. Yesterday ESAssetmandates@standardbank said they will get back to me with feedback to let me know if the signed offer from the buyer is accepted or declined.
I have now escalated this matter and sent communication to senior executive management of standard bank regarding this.

I have submitted this matter to ombudsman for banking services

To anyone who was following this thread : this dispute has been resolved.
I finally managed to get the vehicle sold, this was at 10K less and the settlement at an extra 14K from the initial point of intention to sell.
If I had the time and option to screengrab the standard bank responses I would, the customer service has been extremely poor to and despicable.
The matter got resolved when I sent mail to the Group Exec of standard bank and then it was even high priority.
it took over two months of emails and endless telephone calls and a hello Peter review and mail to the standard bank group exec to get movement on this matter.
To anyone who was considering standard bank VAF think again.