Standard bank service complaint

After years of excellent service I unfortunately have to say that Standard Banks standard of customer care, helping clients, giving good service and putting the customer first is not up to standard.

I have changed the date of my revolving credit loan's debit order. This I have ofcourse done in the bank, with one of their staff members.

The change in debit order date has caused my account to be in arrears. This was now the conclusion after 3 trips to the bank, standing in queues, being told to phone the loan department, not even exaggerating, maybe 10 calls... With every consultant saying THEY CAN NOT SEE WHY I GOT AN SMS THAT my account is in arrears, as they can see each payment... Then my account was blocked and the sms I received said, due to poor conduct.

I was also given through to the credit bureau and this has now caused a drop in my credit score.

Not one person I spoke to could understand why all this happened and I was sent all over the place to speak to this one then that one etc...

Then the last person said I need to email the loan department in order to get the letter that says my account is not in arrears so that I can fix my credit score.

I have emailed them, forwarded it to ***, I have also emailed the complaint department

I have not had a reply on any of my emails.

Now finally I went again to a branch and asked to speak to a manager. They said that they can do nothing about my credit score, because of the change of debit order date, their system will keep on seeing it as I have missed a payment.

They apologised and said there is nothing they can do and that the person that originally helped me to change the debit order date should have told me that this would happen

My point is... I changed it at the bank, technically my account is not in arrears, technically they did not advise me accurately. How must we, as the public know the complexities of their system? Now, my credit score has dropped, I will forever have this as a missed payment. And the bank that helped me to do this, says they can do nothing about it.

There is not a way to fix it.

I am saddened, that I had to phone so many times, go into the bank so many times, emailed and still not even received an answer.

The worst is that I emailed the complaints department to complain about the whole situation, and I have not even received anything back from them.

If the complaints department can't even hear our complaints and try and help us, who can?

I am appalled and shocked. As I never had any issues with the bank... This last 2 months has been insane...

And still I am the one now with the bad credit score, even though every payment has been made. And I am a faithful payer... Never missing any payment.