Standard Bank Insurance sucks

I requested a copy of my policy schedule for my building insurance held with the standard bank which I received. On the 7th of June I contacted SB to inquire why I am paying insurance for two properties when I only have one property with them. I spoke to Mbali who told me that she will log a query as she has to log a query with the home loan department first to find out what happened. I asked for a reference number and she told me she could not provide me with one but that i could use her name as reference. She advised me that she would call me the following day to keep me updated. I said to her it might take her a while so I can wait up until the following week for feedback.

I received no feedback whatsoever from Mbali and I contacted them again on 25th of June. I spoke to Molefe who told me that Mbali did escalate the query to her supervisor. He put me on hold and tried to contact the supervisor Mr Adams. Molefe then advised me that Mr Adams asked that he call me back during the day as he still needs to get in contact with home loans. ( Meaning that no follow up was done).

I still received no communication from them. I had a few calls during this time but each time I tried to answer the call got dropped just before I answered. No messages were left on my phone concerning this query.

I still did not receive any feedback from them. I logged a query on 2nd July with ref no ***3 on the email address <***> which advised that they would get back to me within 48 hours, still nothing. On 10th of July I finally got a reply from Sibusiso Ngozo asking me to provide them with the second bond account number as they can only pick up one account number *** which is my bond account number. I rep**** on the 11th that I don't know the account number as I don't have a second bond. I advised him to check my policy schedule. Maybe he would pick up something from there. Up to now I have not had any response from him.

On 10th July I contacted them once again and spoke to a lady Daneel who advised me the same thing as Molefe. She tried to contact Mr Adams and could not get hold of him. She advised that she would leave a message with him to contact me urgently and that she would do a follow up. I explained to her that I am not available on my cell during the day and gave her my work email address if they had any feedback for me. She promised to give me feedback during the course of the day but as usual nothing.

On the 18th of July I contacted the call centre again. I spoke to Noma and asked to speak to Mbali who was not available. I then requested to speak to Dillon Adams who again was not available. Noma advised that she will ask Dillon Adams to contact me. I am not sure if he did try to contact me as i saw a missed call on my phone yesterday not sure which number they use to call clients.

I have made it very clear that they won't be able to reach me via phone during working hours and asked that they contact me via my work email address which i have provided to them.

As a former employee I know how the bank stresses the importance of customer service. Keeping clients updated whether you have an answer for them or not is very important as it cements trust in the relationship. I don't think I trust Standard Bank anymore.

It's been 6 weeks of no communication from the bank with regards to my query and I have decided that I will be logging a complaint with the Ombudsman in regards to this. I have followed all the proper steps to get this sorted with the bank without involving a 3rd party and I have been sent from pillar to post.

I was then contacted by the service manager of the insurance department Dingase Lungu on 20 July who promised that the query will be dealt with. Up until now I am still waiting for my money.

I am disgusted my the level of service that I have received from Standard Bank.