STANDARD BANK HOME LOANS DEPARTMENT HAS FAILED ME

Words cannot even begin to describe my feelings towards Standard Bank Home loans department. I have had endless problems and difficulty. Yesterday I received a call from Hector Makoro informing me my home loan account is in arrears I could not believe what I was hearing angry and trying to understand how could this be. Let me explain again hopefully someone will understand but clearly this matter needs the Ombudsman because I refuse to be a victim of ********* practices from Standard Bank. In September 2022 I called through to change my debit order date from the 01st of every month to the 27th of every month hence that is my pay day. All well the consultant changed it. Thereafter on the 1st of October 2022 I noticed the debit order did not go through because even though I changed the date, I was still under the impression the debit order for October will still go through. However it didn't. So by the 3rd of October I called through and spoke to Elanor at 12:30 reference number : *** querying why hasn't the debit order gone through the funds are in the account waiting for the debit order she explained because I changed the date to the 27th October they cannot debit on the 1st and on the 27th again. She reassured me over and over gain my account will not go into arrears. And I require that call to be listened to as you'll very much make it clear you'll calls are recorded. Okay all seemed well, until I called again to query why did I receive a letter stating my interest rate is going up where as I had made arrangements for a fixed installment of 9.35 they said they cannot assist me because my account reflects arrears. What applaud by this I once again go through to credit control and spoke to Nelosa reference number ***2 who advised me this was a technical error from Standard bank side. she once again reassured me this will be sorted out within 3-4 days. That was on the 7th October 2022. Assured by her and feeling like everything is sorted I call back to again query my fixed rate again reference number : *** no it is fixed and my installment is 7078,36. So now I am reassured everything is okay until receiving the call from Hector like I previously stated who surprised me could not pick up all my reference numbers and made it very clear whoever I spoke to was wrong. He had no problem with informing me that his very own colleagues as well as me had it wrong. I panicked and now what do I do my account was now in arrears I asked how much to pay over 3 months then 6 months then I said ill settle in December however all this interest and I am the victim here. No this is totally unfair. Because on my very first encounter on the 3rd of October 2022 reference number *** funds were there Called through and I was reassured by Elanor that the account would not go into arrears even on that call she advised me that the consultant that changed that date did not do it properly but all will be sorted. So when I thought about everything here I realized I am a victim of ********* untrained staff. I refuse to leave this matter. I want all calls to be listened to as they are all recorded including the call I received on the 19th October by Hector clearly stating the staff were incorrect in what they advised me. So if they advise us and we as customers listen and they are wrong how can we trust them and be victims to their lack of FIAS compliance. This is a very serious matter. Because I don't feel like I can trust Standard Bank everybody doesn't not seem to know what they are doing and failing us as customers. This matter I hope will draw the attention of management to conclude staff are not trained or are not knowledgeable to what they are doing. And as previously stated as a customer I know my rights and I honestly feel this matter needs the Ombudsman intervention. Because Standard Bank has done nothing right from my Fixed rate, imagine my interest is fixed but my installment is increasing. My date changed caused all these problems no I am totally disappointed to Standard Bank worse off I moved my accounts over believing in them and trusting them however they have failed me.