STANDARD BANK-MOVING FORWARD(WHAT A JOKE!!!!)

To whom It may concern.

I would like to express my utter disgust and disappointment in the service that I have received with Standard Bank recently.

My husband and myself have A BOND with Standard Bank and for the first time since we have this Bond ,we are in a position where we found ourselves in a unforeseen situation.

I have been calling for assistance on our Bond repayments with your institution since the beginning of the month of October 2018. I have since then felt disrespected and have been made to feel like a ******** and as small as a ****roach by the people I have spoken to for the last 2 months .

My husband is no longer working and on the day that he was basically forced to leave his place of employment due to the situation he was in , I contacted Standard bank immediately to find out what our options are .At that time I also just found out that I am pregnant with our 3rd child and I was stressed out because of the situation we were in as nothing like this has ever happened to us before . I was in tears over the phone with the first person I spoke to(Lungile) , I explained the situation and all this lady could tell me is to get a letter from my bank(FNB) to confirm that the account I have with their institution belongs to me in order for the bond payment to go off from my account if my husband will not be getting a income any longer .She advised me that she is not able to give me any options until I have provided her with this letter. I then told her I will go to my bank immediately , I got the letter that cost me R75 and called back and was told that someone would be in touch before my next salary date .No one contacted me and its 2 days before my salary date , by this time I had already made other arrangement to cover the loss of my husbands income and to make sure that we cover all our responsibilities .My husband was also given a contract to start a new job in 2 days , so when Standard Bank called me , I told them that they did not contact me and I had to make alternative arrangement to make sure that I cover the Bond repayments, the person then asked me if I no longer want to make arrangements and I said that my husband might start working soon , so we might not need to make arrangements any longer , she then dropped the phone without saying anything further .

A couple of days after this , the contract that my husband was suppose to get fell through and we were unfortunately in the same boat , this was now the beginning of November . I then went to Standard Bank in Vangate Mall. After standing around looking like a lost little puppy , I stopped a lady and asked her if anyone can assist me , I explained my situation to her after the whole conversation she said she would find someone to assist me , this took about 7 minutes and finally a different lady came to give me a number and said that they are not able to assist with any Bond Queries and that I would need to phone the number on the card to talk about making arrangement on our bond.

I was then pointed to a open desk in the middle of the bank , and was advised to call from that phone to the number she provided .Pink with embarrassment , I made the call, in no privacy and in front of all other customers , I called and had to explain my entire situation to the gentlemen who advised me after my whole story that I would get a call from someone to assist me with making arrangements for my bond .

A few days later I received a call on my land line number at work from a Baloyi, Pamela PB ********** now this lady was so rude it was unbelievable to me how she could ever be allowed to speak to clients. Instead of asking me how she could assist , her main concern was why I said that I don’t need help anymore and why my husband is unemployed. I then told her I’m at work and this is not the place to speak about my personal business and she responded by asking me in a derogatory tone if my “husband” didn’t discuss this with me and how can I not know why my husband is no longer working . Even my colleague that shares a office with me could hear how unprofessional this lady was , based only on the answers I was now forced to give to her .She then confirmed my email address and said she would email me everything that I would need to provide her with .This email I have attached and please note the date on this email.

As per the email stipulation, I needed to send these document through within 3 days , I had to take off from work to get everything I would need to send .I’ve sent all requested documents to Pamela and to ********** I then received a email from Shai, Kopano ********** ,this email I have also attached , advising me that someone will be in contact with me .

I have been waiting and waiting , I have been so stressed out that my doctor is concerned about my pregnancy and my blood pressure , I have been calling Pamela Baloyi and have not been able to make contact with her . I have called Shai, Kopano and was told that he will get Pamela to call me . It is now again 1 day before my salary date and I have still not received feedback or have been contacted by anyone at Standard Bank with regards to making a suitable or an affordable arrangement for my bond .

I have been asking for a reduction of our bond repayments until my husband starts working again and yet even though I have made this request 2 months ago,I have received no feedback even after emailing and phoning numerous times .

Should I first let our Bond go into arrears ??? Should I not pay and let my children and unborn child be without a roof over their heads? Should I not buy groceries and let my 75 year old ****her and 16 year old sister that I’m responsible for not eat for the month of December ??

This is absolutely ridiculous and unacceptable . I have NEVER received such POOR SERVICE from any company and did not expect it from Standard Bank .As a company you are clearly NOT serious about customer service. I understand, as the point of any business is to turn a profit, This for me is the crux of the matter, Standard Bank ‘s intention to provide quality of service is a absolute Joke .

So,if anyone would ask me , Is Standard Bank about customer service ? My answer will forever be “No, they are about their bottom line and it does not matter what the situation is they put you in , it just does not matter to them at all that they dropped the ball completely.”

I hope that this matter will be treated with urgency and that feedback will be provided as soon as possible ,however based on the experience I have had with Standard bank , I will not hold my breath.

My deepest regret at this moment in time is doing any kind of business with Standard Bank

Regards....