Standard Bank is playing emotionally damaging games with their customers in need due to Covid19

This is now my desperate attempt to get Standard Bank to respond. You send one e-mail and get re-routed email addresses for help that don't get back to you. You make countless calls that you wait long, have them ask long questions only to be forwarded to another person who does the same - listen to your query ask questions as though they are helpful only to refer the call.

This is the email I sent and need just a response:

Good day,

Firstly I would like to express that I am currently unemployed and my having to have the courtesy to try make right with my account should be at the very least be rewarded with fairness.

I'm the one who has sat on calls using over R500 on airtime to eventually receive the right e-mail to contact. Upon that a ticket is logged with a response that I will receive a call to discuss the resolution. Instead I get another e-mail that I should call again the debtcarecentre. Don't you think you can have the courtesy to call your customer and service me with respect? I called again this morning and spent R90 already on airtime and have expressed to Maudi and Tsepa to call me back because I may run out of airtime. One said I should recharge.. Wow. And the other expressed understanding for my frustration and took my details down but when the call cut no one called.

Firstly your resolution says I'm requesting a refund from a payment holiday. This is not true. According to your report, a payment holiday ended in June already (by the way still waiting for response to extend and that too taking up all the little resources I'm trying to salvage). So I explained this was a normal debit order run on my account and a manual payment I made thus asking for a refund. May I also make mention that I have not in arrears, have not even made one skip payment in my account and this is how you treat customers that pay over time???

All I'm asking, again making this in the interests of Standard Bank so my account stays in order - is to merely know what is your resolution because debit order day is approaching and I'd like to know if you will be taking this refund as this month's payment or is the debit order run going to go through and you'll refund the amount? Can I please get a response.

Kind regards,