STANDARD BANK HOME LOANS

Item: Standard Bank
Rating: 1
Author: Tanya D

I have never come across such incompetence, lies and promises in my life ever before. We have literally been sent from pillar to post obtaining all the required and necessary do***ents for a progress payment. We have to call every day to find out the status. Nobody ever calls us back to give us any kind of feedback (positive or negative), no matter what they say or promise. We have even made contact with Eden Fynn Team Leader with no response at all, even though he promised to respond to my email once he had received such. I have left numerous messages and emails to no avail. We have spoken to probably about ±20 different customer care consultants and everyone has a different story every day when we call. Why is it that you have a customer care number and nobody has the courtesy or decency to phone you back and give you feedback? Never mind being professional and upholding the values of the company that they advertise. We have been busy with this progress payment since March and its April. Every single day we phone, they need something else or the progress payment form hasn’t been signed by the bond holders, which idiot captures this kind of information, do they think we are such invalids that we would not sign the necessary do***ents. So all in all we still do not have a response as nobody actually has the courtesy to make contact with us, even if such was promised and the frustrating thing of it all is, is that you have to speak to someone different every day and re-explain your entire story. It’s also evident that there IT system and there customer care system do not talk to each other as we have received conflicting sms’s to say that we will be paid in two days and the very next day they need the completion certificate and so it goes on and on, with no clear result and we as the customers are left hanging from a branch. I’m very sure if the shoe was on the other foot, they would also not be happy with the kind of service we have received. We really get treated like we are imbeciles. Do they actually forget if it was not for us the customers, they would not have a job or be paid a salary, so treat us with dignity and respect and have the courtesy to follow through on promises made to customers? We will be consulting with FNB to take over our home loan from Standard Bank, as the service we have receive is 0 to nothing and not what I expected from an institution like Standard Bank. Standard Bank staff are most truly not brand amb***adors at all.

Helpful (0)

Replies (1)

Standard Bank's replyOfficial

13 May 2016, 08:19

Dear Tanya

Thank you for your posting.

Please note that further details have been requested from you via email in order for us to address your concerns.

We await your response.

Best regards

Complaint Resolution Centre
***
*** (fax)
***

Standard Bank's reply13 May 2016, 08:19

Official