Standard Bank Loan account struggle

<p>Good day,</p> <p>I have a small personal loan with Standard Bank Brackenfell branch. The debit order for this loan account almost never goes off on the given day, sometimes a few days before the end of the month, instead of on the 1st of every month. Because of this I have been accused of being behind with my repayments as the debit order sometimes goes off twice in 1 month and then not in the next month. This takes a lot of time in the bank and on the phone to sort out.</p> <p>A few months back I also opened a cheque account with the same branch, and suddenly the loan account debit order is going off from both my accounts. The problem is that the amount going off from the cheque account (which did not even have the debit order) is not showing in the loan account. In fact, this money is not showing anywhere and is just gone.</p> <p>As I work full day in Panorama and have extra classes on Saturdays, I had to take a day off from work to go to the Brackenfell branch. After I waited for a consultant to sort this out for over an hour, the consultant walked out with a client chatting away. I went to the Enquiries desk, but they could not help me because the destination of the transfer cannot be picked up. There suggestion was to change the debit order to the cheque account. The consultant was called but only wanted to put me on the phone with the loans department to sort this out by myself. Very upset, I took the number and left. </p> <p>Phoning the loans department, they could not help me either as the transfer did not end up in the loan account, so they sent me back to the bank. I phoned the customer services and they kept putting me through to different departments as no one were able to assist me. Finally I phoned the complaints department. After not hearing anything from them to resolve the query, I also sent in a complaint via e-mail. They did phone me back to say that they are still trying to find where the money has gone, so I have to be patient.</p> <p>Am I right if I say that this is not my fault and has nothing to do with me? The bank has to pay the money back into my account, regardless of where the money has gone!</p> <p>It is now more than a month later and the query is still not resolved. I also still do not have the money back.</p> <p>I would disencourage everyone to open any accounts with this branch.</p>