LC
Leandri C
1 reviews | Active since Oct 2019
05 Nov 2019, 09:57
THE END
Today - 05/11/2019 was the very last day and time asked to please review the claim. After waiting 2 years with no success calls and emails up and down and still nothing only to be challenged with lies after lies after more lies and one client care "Specialist"after the other to try and rectify the misconduct of the other and still deducting the so called Hospital cover premium even though no claim has been paid to client. After informing everyone that in actual fact all calls are recorded and all emails and calls are being kept for ( Client own safety when it comes to the date of claim ) and still no comment , no claim and no call. This is what Standard bank advertises as service and makes money out of client and no explanation given even after the client proves the call center was wrong. Kristen Terral "Complaint Specialist" your reluctance to help a client makes you a call center operator.
Helpful (0)
Replies (2)0
Replies (2)
Standard Bank's replyOfficial
06 Nov 2019, 03:43Hello Leandri
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)
***
***
Standard Bank's reply06 Nov 2019, 03:43
Official
Hello Leandri
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)
***
***
LC
Leandri C's updateReviewer Update
06 Nov 2019, 10:32- On Friday 04/10/2019 I made a call with my client present. Speaking to Alvin Karanja
I explained to Alvin Karanja that my client wants to know what is going on with his claim, asked him to explain to me why my client has not been informed of the so called “*******” activity to which Standard bank refers to, Alvin Karanja told me ( Recorded Conversation ) that all exclusions is discussed with a client when the policy sale is made, My client stopped me in my tracks by saying nothing was explained to him regarding the terms and conditions as it was sold as a Hospital cover and made very clear ( That if you end up in the hospital due to ANY accident you will be covered ) So I asked Alvin Karanja if he can the assist with the call recording of that day. He informed me and my client that the call needs to be retrieved and can take a few days. Alvin informed me that there is no contract as it’s a call center sale. The day the call center phoned to speak to my client regarding the call and playing it back I was told that they will now play the recording while we wait for the client as they did not keep to the agreed time and he left again, The call was played and it is exactly the same call my client has on record ( Recorded ) On this call the call center operator explained that Mr. Divan Kruger is a valued customer and that he already qualifies for this amazing cover Standard bank offers all the clients. So, EXPLAINED to my client that he was chosen and this is such a nice product I would like to quote.
- Mr. Kruger at the moment you are using a Savings account with Standard bank therefore sir we would like to take this opportunity to say a very special thank you for choosing us as you back of choice, our commitment we really truly appreciate it thank you sir.
- Standard bank Mr. Kruger has now selected you together with all our savings account holders to enjoy benefits on our brand new standard bank Unity Hospital Cash Plan, on which we will pay you a cash lump sum amount of up to R1000 per day and that is going to be for every 24 consecutive hours you have spent in hospital this can be due to an accident but more importantly due to a illness Mr. Kruger and the good thing about this plan is that you are covered from the very first day you spend in hospital all the way up too 180 days per incident. Just an example Mr. Kruger as we all get the FLUE sir, if you wake up one morning with a terrible flu and later turns into namonin due to that you spend a period of 5 days in hospital , for those 5 days you will be paid R5000 into your savings account , remember this is your very own money sir, you can use it to pay off any outstanding bills you have, you can use that money to still provide for your family or just invest that money for future financial growth, I really do believe that that is very important to you am I right sir? Because you are already our valued client all the way from Gleaned road, do you still live their sir, you have moved ………………………………………………... and we continue.
16/10/2019 – Emailed again regarding the claim and the information we have on record that states that the call center did not send my client a contract as I was told it is done over the phone and the recording does not have any exclusions and was explained very briefly and informed DUE TO ANY ACCIDENT and the sale continued.
LC
Leandri C's update06 Nov 2019, 10:32
Reviewer Update
- On Friday 04/10/2019 I made a call with my client present. Speaking to Alvin Karanja
I explained to Alvin Karanja that my client wants to know what is going on with his claim, asked him to explain to me why my client has not been informed of the so called “*******” activity to which Standard bank refers to, Alvin Karanja told me ( Recorded Conversation ) that all exclusions is discussed with a client when the policy sale is made, My client stopped me in my tracks by saying nothing was explained to him regarding the terms and conditions as it was sold as a Hospital cover and made very clear ( That if you end up in the hospital due to ANY accident you will be covered ) So I asked Alvin Karanja if he can the assist with the call recording of that day. He informed me and my client that the call needs to be retrieved and can take a few days. Alvin informed me that there is no contract as it’s a call center sale. The day the call center phoned to speak to my client regarding the call and playing it back I was told that they will now play the recording while we wait for the client as they did not keep to the agreed time and he left again, The call was played and it is exactly the same call my client has on record ( Recorded ) On this call the call center operator explained that Mr. Divan Kruger is a valued customer and that he already qualifies for this amazing cover Standard bank offers all the clients. So, EXPLAINED to my client that he was chosen and this is such a nice product I would like to quote.
- Mr. Kruger at the moment you are using a Savings account with Standard bank therefore sir we would like to take this opportunity to say a very special thank you for choosing us as you back of choice, our commitment we really truly appreciate it thank you sir.
- Standard bank Mr. Kruger has now selected you together with all our savings account holders to enjoy benefits on our brand new standard bank Unity Hospital Cash Plan, on which we will pay you a cash lump sum amount of up to R1000 per day and that is going to be for every 24 consecutive hours you have spent in hospital this can be due to an accident but more importantly due to a illness Mr. Kruger and the good thing about this plan is that you are covered from the very first day you spend in hospital all the way up too 180 days per incident. Just an example Mr. Kruger as we all get the FLUE sir, if you wake up one morning with a terrible flu and later turns into namonin due to that you spend a period of 5 days in hospital , for those 5 days you will be paid R5000 into your savings account , remember this is your very own money sir, you can use it to pay off any outstanding bills you have, you can use that money to still provide for your family or just invest that money for future financial growth, I really do believe that that is very important to you am I right sir? Because you are already our valued client all the way from Gleaned road, do you still live their sir, you have moved ………………………………………………... and we continue.
16/10/2019 – Emailed again regarding the claim and the information we have on record that states that the call center did not send my client a contract as I was told it is done over the phone and the recording does not have any exclusions and was explained very briefly and informed DUE TO ANY ACCIDENT and the sale continued.