LC
Leoni C
1 reviews | Active since Sept 2020
17 Sept 2020, 14:34
Standard Bank Negligence and Bad Service
I am struggling for months to get assistance from Standard bank Vehicle and Assets Finance Department. I app**** for a 3month holiday payment that were approved. After 2 months they deducted a premium for my vehicle and without my consent added Insurance from Hollard for my vehicle. I continuously had my own comprehensive vehicle insurance and also send my latest schedule and proof to Standard banks Motor assist Department. My debit order date were also changed to the 10th of every month without any reason or anyone informing me, this resulting that my account now reflects as in arrears which is not true. Since 3 June I made several phone calls and visited the branch without anyone that could successfully assist me to resolve this issues. The consultants just advises that they will escalate the matter and phone me within 48hours,needless to say they never phone me back. The collection department is now phoning me on a daily basis, my credit record is affected by their mistake and my bank account shows an unpaid debit because of their negligence.
Helpful (0)
Replies (3)0
Replies (3)
Standard Bank's replyOfficial
17 Sept 2020, 16:35Dear Leoni Corrie
Thank you for posting your comment.
We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency.
We apologize for the inconvenience and undue frustration, this has caused.
We greatly appreciate your continued support
Kind regards
Complaint Resolution Centre
***
***
***
***
Standard Bank's reply17 Sept 2020, 16:35
Official
Dear Leoni Corrie
Thank you for posting your comment.
We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency.
We apologize for the inconvenience and undue frustration, this has caused.
We greatly appreciate your continued support
Kind regards
Complaint Resolution Centre
***
***
***
***
LC
Leoni C's updateReviewer Update
17 Sept 2020, 19:50Thank you for the reply just very disappointing that a client must go to this measures to receive a response from your organization. I dont think you realize what unconvenience and stress your poor client service led to. I had to change my childs date for an operation because I were suppose to pay the co-payment with the money you deducted. Your collection department phones me every day at work. What an embarassment never before were my vehicle in arrears. This reflects on my credit record and on my bank account as an returned debit and stays for 3 months. How is Standard bank going to reimburse me for all of this and correct your mistakes? How did you manage to authorise insurance on my behalf with strict Fais Compliance that is supposed to be in place? If I owe you money you immediately charge interest. Are you going to pay me interest, pay for all my phone calls that as you can listen to your recordings was all longer than an hour? My time off at work to wait at your branch in Klerksdorp for almost 2hours. To correct everything is not enough. In a critical time like this your organization took the food from my family while you promised to assist with helping with a holiday payment. Where is your credibility, humanity and integrity?
LC
Leoni C's update17 Sept 2020, 19:50
Reviewer Update
Thank you for the reply just very disappointing that a client must go to this measures to receive a response from your organization. I dont think you realize what unconvenience and stress your poor client service led to. I had to change my childs date for an operation because I were suppose to pay the co-payment with the money you deducted. Your collection department phones me every day at work. What an embarassment never before were my vehicle in arrears. This reflects on my credit record and on my bank account as an returned debit and stays for 3 months. How is Standard bank going to reimburse me for all of this and correct your mistakes? How did you manage to authorise insurance on my behalf with strict Fais Compliance that is supposed to be in place? If I owe you money you immediately charge interest. Are you going to pay me interest, pay for all my phone calls that as you can listen to your recordings was all longer than an hour? My time off at work to wait at your branch in Klerksdorp for almost 2hours. To correct everything is not enough. In a critical time like this your organization took the food from my family while you promised to assist with helping with a holiday payment. Where is your credibility, humanity and integrity?
Standard Bank's replyOfficial
06 Oct 2020, 15:05Good day Leoni,
Please accept our sincerest apologies for the breakdown in service experienced and for the delay in responding to you.
We have received your complaint and would like to assist you further and also address your concerns around the service you received in your latest interaction with us.
Kindly note that we have escalated the matter through to the relevant area and it is currently in progress, we will keep you updated as soon as it has been resolved.
It is not our intention to cause any undue frustration and inconvenience to our valued clients.
We appreciate your support and loyalty.
Kind regards
Complaint Resolution Centre
Standard Bank's reply06 Oct 2020, 15:05
Official
Good day Leoni,
Please accept our sincerest apologies for the breakdown in service experienced and for the delay in responding to you.
We have received your complaint and would like to assist you further and also address your concerns around the service you received in your latest interaction with us.
Kindly note that we have escalated the matter through to the relevant area and it is currently in progress, we will keep you updated as soon as it has been resolved.
It is not our intention to cause any undue frustration and inconvenience to our valued clients.
We appreciate your support and loyalty.
Kind regards
Complaint Resolution Centre