STANDARD BANK BAD SERVICE AND *********** VAF DIVISION

I have been banking with standard bank for more than 13 years now, and the services I'm getting from them is so pathetic. I'm a prestige client which is not working for me because everytime i contact my prestige banker hes always unavailable. I'm paying for services I'm not getting from the bank,which gives me no joy.

To make a long story short, I purchased a vehicle in Feb 2019 and STD Bank VAF (Vehicle Asset Finance) approve my application. 08 June 2019 i deposited R10 000 extra into my VAF account so that i can push my loan and reduce the term. Again from April 2020 and May 2020 i deposited the amount of R500. The bank decided to reduce my monthly installment due to the additional/advance amount i have, I then requested that they keep my monthly installment the same as previous. On Friday I received a call from VAF consultant very rude lady who inform me that my account is in arrears. I ask her how can i be in arrears because i'm paying my monthly installments and i've never missed a payment; on top of that I have additional amount to that account which I deposited besides the debit order they take each month. I asked the consultant to check a detailed statement and she noticed that they made an error on their side and she told me that she will escalate this issue to the investigation team and get back to me. Till today no one has bothered to call and explain what's going on. I have been going to the branch, seemingly it is so hard for them to resolve this issue. I went on to contacting their VAF division, also, no one seem to be able to assist me in this regard. I'm so tired of going to the branch and calling standard bank using my own resources. Even worse this affected my credit record because my report state that i have missed payment whereas i've never missed any payment and VAF have proof that i pay my monthy installment each and every month. The service is so bad. Should this matter not be resolved by end of this week, I'm closing my accounts with standard bank and take my money to the deserving bank. I need this matter to be resolved very urgently. I have tried several times to resolve but no one is willing to assist me including my prestige banker. I am frustrated and extremely unhappy.