Standard Bank Homeloans Inefficiency

I recently (August) changed my home loan repayments to almost double the required payments. I subsequently (in October) decided to convert my homeloan to an access bond and to increase my repayments in order to shorten my payment term. I request that the new amount be deducted from 30 November as the change was requested on 28/29/30 October. Therefore the expectation was that the debit on 31 October would be per previous month (September).

A couple of weeks into October I receive sms notifications that my bond has not been paid. I investigate and realise that the debit did not go through on 31 October.

I phone Standard Bank to enquire why the debit hasn't happened because I have a debit order for my homeloan. The agent/consultant tells me there was an error from Standard Bank's side in changing the payment terms of my Home loan. We then agree that since I had been paying almost double the required amount that I was not in arrears and that the debit would go out from 30 November reflecting the new access bond amount.

Since then I have received harassing sms' noting that my account is in arrears and that I owe approximately R 2900. This is false. Standard Bank Homeloans does not appear to have a universal system and this has become apparent as I have spoken to multiple people and have had to re tell my story and still Standard Bank have not been able to resolve the mess they have created.

Today I received a message that noted that I would be charged interest on the R2900 that I DO NOT own. This is infuriating! When I have used my time and airtime to explain my situation to multiple people, Standard Bank wants to further exploit me.

When I called this afternoon at 16:30 and I requested that I speak to the manager to escalate the matter I was told that she had already gone home after I was kept on hold for some time.

Although the agents/consultants are polite Standard Bank Home loan's systems and processes are HIGHLY INEFFICIENT and FRUSTRSTING. This experience has left me FRUSTRATED to say the least.

I can only hope that the information I was given regarding the mechanics and cost of an access bond are correct. I have LOST ALL CONFIDENCE with Standard Bank as a brand.

What would restore my confidence would be for Standard Bank to take up my issue and resolve it by - reversing whatever interest charges that have been fabricated by Standard Bank - reversing the amount that I am said to be in arrears of, which again has been fabricated by Standard Bank - ensuring that this incident artificially caused by Standard Bank does not reflect on my credit/payment record - having a conversation with me regarding the current status of my account