Hellopeter
Share Your Experience
CvdW
Christo van der Westhuizen

1 reviews | Active since Jul 2012

01 May 2020, 14:24

Standard Bank not coming back to their clients.

I app**** for Covid 19 payment relief for my home loan payments and send through all the documents that they required around 15 days ago. To date I have received no communication from Standard Bank regarding this. Reading the other complaints on Hello Peter about the same issue, it does not seem to be high priority for Standard Bank to assist their customers during this time. I also see the standard "copy and paste" responses on other people's posts and I expect that I will most likely get the same robot answer. Home loan debit orders are going off, but I won't have enough finances to get through the month since I am getting a reduced salary during the lock down. Standard Bank does not seem to be geared to assist their clients during this time. Phoning them doesn't help, since they ask you to send an email. It seems that the emails are not being attended to.

0
Replies (4)
Standard Bank
Standard Bank's reply02 May 2020, 05:31
Official
 
Hello Christo
  
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
 *** 
*** (fax)
 *** 
CvdW
Christo van der Westhuizen's update02 May 2020, 13:21
Reviewer Update
Just as I suspected. I get the same robot answer as everyone else. If service was important to you, and if you "addressed this as a matter or urgency", then you would not let your clients wait 2 weeks before responding...
CvdW
Christo van der Westhuizen's update05 May 2020, 18:28
Reviewer Update
Someone phoned me from Standard Bank on Saturday to say that my request for a payment holiday has been approved. She confirmed that my debit order would not go off this month and that I would receive a email confirmation from Standard Bank during Monday. This letter was supposed to list the terms and conditions of the relief to which I must agree. No email was received from Standard Bank on Monday. The debit order for my home loan went off just now. This bank does not have a clue what is going on and clearly cannot service their clients.
CvdW
Christo van der Westhuizen's update11 May 2020, 17:10
Reviewer Update
So, Xavier Classie emailed me on the 7th of May stating that a 3 payment holiday of 3 months has been loaded for my home loan. Thanks for this. Then I enquired as to what the terms and conditions are, when the holiday will come into effect and exactly when the debit order will commence again. These are questions I have since the first experience was not much different. He rep**** that the terms and conditions will be sent regarding my payment holiday. I then asked him when they will send the T's and C's. He rep**** 21 business days. 21 Business days? Are you kidding? That means that they will only send the terms and conditions on the 5th of April. Am I not supposed to agree to the terms and conditions first before they enact the changes? I guess with Standard Bank there are no assurances that what they say, will in fact happen. I will have to wait and see if the home loan debit order will go off again in April. If it does, then they did not process anything. If it doesn't, then I guess they did. In any case, this does not leave me with much to budget with since I have no confirmation from Std Bank as to when anything will actually happen.