Standbank

In June 2023 I received an SMS from standbank advising of a fixed term rate to be app**** to a homeloan to assist customers to fight inflation.

I responded with a NO and continued on with my day. 29 February 2024 I received an SMS advising that the fixed term rate is expired it's term.

I emailed to standbank complaints and home loans division and was met with delay after delay after escalation from my side over and over and delay to delay asking for evidence of my request for the fixed term rate which till today (3months later ) no confirmation of a request for a fixed term rate. I have been offered a restructuring of the home loan which I explained no , I want the evidence of my request for standbank to apply a fixed term rate to the home loan and I'm still not getting anything. I received an email explaining that they apologized for the inconvenience caused however the new debt is due to the increased rate that app**** while my account was under a fixed term. I have also been explained that the bank proactively worked with my account applying this fixed term rate with out making me aware they have proactively selected my account . What part of poppia act and consumers act give the bank the consent to work within my account ? If a dependent of mine can't just go and withdraw money from my account should I pass without a will and indication of myself how is it that a bank that should remain compliant proactively act with my account. I have call center experience from a financial institution mean I have been trained well and had to do compliance training to remain poppia compliant . Consumers act protects as well and I have asked for the evidence and explained that the consequences of standbanks actions to apply the fixed term rate is needing to be reversed ie interest rates increases and all that accumulated from 2023 till 2024 needs to be correctly and taken back to prior to this nonsense they proactively app**** to my account. It's 3 months since this insult was app**** to by and still counting . Today I requested a formal letter explaining why my account was proactively accessed without my know of or consent. Since my account was accessed and used where is the documents indicating that these will be the consequences of a fixed term rate. I have asked for a call reference number for the call with sebuelo which I expressed all my concerns and advised I will be seeking legal assistance for this matter. I emailed ombudsman as well and no answer from them however I followed all steps . Informed the bank there is a problem I've got customer ref numbers from email of the complaints and long long thread of the bank pointing fingers to me about actions I've taken with no evidence. I asked for a call with a bank manager and with my background experience if I request for a manager I must speak to a manager . Home loans hasn't reached out to me. No back manager no service been provided I have to email after email after email then I have to explain my case to person after person after person . Mm not happy my customer and poppia rights gets violated by a bank " providing the best service ". I have promised I will take this to social media and then seek legal action will take all steps needed since I've got nothing to lose.