Standard Bank conceals recorded call center conversation to trick customer payment

Standard Bank have introduced a bond cancellation notice period for customers to notify the bank when selling their homes. As per Standard Bank requirements I have submitted formal notice and received confirmation of notice via sms. I had engaged with the call center on various occasions with the most shocking customer experience as the agents did not assist and gave contradictory information compared to the first agent that I have spoken to.

I have various reference numbers *** & *** and have requested for my query to be resolved with no feedback from Standard Bank since mid October, despite numerous e-mails and calls. I should not pay any bond cancellation fees as I have given sufficient notice, yet Standard Bank continues to ignore my correspondence and call center agents refuse to listen to my recorded discussions where it was agreed that I would not pay any bond cancellation fees.

It is extremely disappointing and frustrating and not expected from such a large financial institution to completely ignore their customers and for more than 6 weeks as they intend to proceed with the bond cancellation fees despite the confirmation that I would not pay cancellation fees as per the recorded discussion at the end of September which is now conveniently ignored.