STANDARD BANK- INEFFICIENCIES ON A SCALE YOU CANNOT COMPREHEND

I have a joint bond with my son on his property. I called Standard Bank on 13 May to enquire about a re-advance on monies paid in to the bond. I was advised of what documents would be required and that it would tale 2-5 working days . All documents were submitted by us the next day. Then starts the nightmare.By 25 May, we had still heard NOTHING. I sent an email asking for an update. Still being patient at this point as I thought maybe they were busy with bond financial assistance due to covid. I rcvd a reply on 26 May to say I would be given feedback by eob. Only feedback was to phone the home loans division myself and follow up, which I did. I then receive an email ( 27/5) from another person in home loans who is now the appointed " specialist" . On 28/5 , we get told it has been sent to Credit for a decision. On 29/5, we get told they are unable to proceed as Ryan had no income in specified mths. Please note, Ryan is an estate agent- we supp**** a full year's earnings , which more than justified a re-advance of monies paid in - AND they had my income as well. I wrote a strongly worded email and was then advised it had been sent to a supervisor for f/up. On 1/6 , we are advised it has been approved subject to a favourable property assessment. The property assessment was favourable and we are advised on the same day that this approved but we need to go into a Standard Bank to certify ID documents. We duly went in on 2/6 to Std Bank, Mall of the South and sent everything through the SAME day. Now , despite the long delays to this point- all on Standard Bank's part , they come up with more issues. On 3/6 , we are advised " Sorry, we cannot pay out, as we need proof of property Insurance for a value of R2,987, 545. We had changed our Insurance from Standard Bank Insurance in 2019 and submitted the new Hollard Policy to Standard- WHICH WAS ACCEPTED AND APPROVED and we have a letter to this effect. The policy escalates by 10% P.A and the current cover is at R2,5 million ( makes perfect sense for a house purchased 3 yrs ago for R1,9m) BUT Standard Bank being less than efficient is now saying we still have Standard bank Insurance Cover and If WE want to cancel it , we must send this new policy. WE CANCELLED it a year ago and Standard Bank acknowledged it- for heavens sake, update your records. Despite us sending the confirmations and documents from a year ago, still no payout. On Friday 5/6, we receive an email stating that unless we cover the house for the ridiculous amount of R2,987m , they will not pay out the funds and the application request will expire that day so...…..we contact the broker, who confirms this is absolutely ridiculous but we amend the cover nonetheless and I send the new policy certificate through. Guess what- NO PAYOUT. I send follow up emails to the 'SPECIALIST", who keeps referring them to her supervisor and no response and no funds. I know people are working from home but I have never seen so many people involved ,yet doing NOTHING. they just transfer emails from one person to another . Please note platitudes from Standard Bank on their website

“In uncertain times, be certain of our support” “ Covid 19 – Financial Relief For you “ “ We understand that the COVID-19 pandemic may create uncer*****y or financial pressure for some of our customers”

And one of my favourites : ”We make life easy “

I have not encountered such glaring inefficiencies and lack of accountability on the part of people in a long time.

And this if for clients, who pay the bond via debit order consistently. What happened to customer service and retaining good, credit worthy clients?