Standard Bank Hole Loans not taking ownership of not following the process and is now saying it is my fault the account is open and I am liable for charges.

Complaint

Subject: Following up email to my Complaint - Home Loan Settlement and Associated Fees Dear Standard Bank Home Loans,

I am writing to address several concerns regarding my recently settled home loan account, [Your Account Number]. I have sought legal advice and would like to raise the following points:

Account Closure and Fees:

Upon full payment and settlement of my home loan on [Date of Settlement], it was Standard Bank's responsibility to close the account and cease all further charges. However, I have been billed for additional fees. I request a full refund of any fees charged after the settlement date and confirmation of the account closure. Legal Fees and Deed Transfer:

I was initially informed that I could only use Standard Bank's lawyers for the deed transfer, resulting in significant and unaffordable costs. I have since learned that I can utilize my own attorney and simply notify Standard Bank. I request clarification on this matter and confirmation of my ability to use an independent lawyer. Creditlife and Loan Protection:

With the home loan settled, there is no longer a need for creditlife and loan protection. I request the immediate cancellation of these policies and a full refund of any premiums paid since the settlement date, as Standard Bank directly paid these fees without my authorization. Building Insurance:

Upon settlement, Standard Bank failed to offer building insurance as a separate option and instead informed me that it was mandatory due to the pending deed transfer. This information was incorrect, as I am no longer bound by the home loan contract after settlement. I request the cancellation of this building insurance with immediate effect and a full refund of all premiums paid since settlement. This request is based on the following: Standard Bank obtained my insurance based on false information. I have never received any policy documentation or communication from the insurer. I have discovered more affordable alternatives. Standard Bank did not act in accordance with good practice principles. I did not consent to continuing this insurance after settlement. I have not received any policy updates or filed any claims. The associated fees are excessive and unreasonable. Additional Information:

Please confirm the official settlement date of my home loan account. Kindly advise the expected turnaround time for addressing my concerns and processing the requested refunds. I look forward to your prompt response and resolution to these matters.

This is the responds : ZA Voice Branch Secured Lending Attachments 8:27 AM (36 minutes ago) to me

Good day Mr and Mrs McCarthy

Trust all is well,

Kindly note, as per our previous conversation, you are more than welcome to have your attorneys contact us at *** to take over the process of cancellation of the bond.

I have managed to escalate the matter with regards to the cancellation figures on the account, unfortunately, you are liable for the funds as the account was not closed therefore being liable for the insurance, interest and the service fee that occurred. I have attached the cancellation process below.

Please note that the balance on your account that I am giving to you is the balance reflecting on our systems at the time of this email and may not include all transactions performed on your account, this balance is only valid for one day.

Outstading Balance: R3 373.87

We require a written request signed by all parties on the bond advising the bank that the account is fully paid, and you wish to close the account. The letter must be emailed to our Cancelations Department on ***, or you may e-mail it to us and we will forward it through for you.

With regards to the life insurance, they require a letter stating what had occurred and that you would like to cancel it and if possible, with a refund being processed. Kindly sign the document below and send it to: *** they will further assist with the query.

For any further assistance or query regarding the matter, you are welcome to contact the Ombudsman. Contact: ***/ ***.