Unacceptable Service and Delays in Bond Application Process with Standard Bank

I app**** for a new bond with Standard Bank late last year, but the consultant assisting me has been unresponsive and unprofessional. Despite my numerous emails and requests for callbacks, he frequently fails to respond. On several occasions, I have had to call the sales line in the hope of reaching him, which is both time-consuming and frustrating. While I have generally experienced exceptional service from Standard Bank in the past, my dealings with Mongezi Nkasane have been subpar, to say the least. I constantly have to nudge him to get things done, which is unacceptable.

I am a patient and understanding person, but this situation has tested my limits. After negotiating and agreeing on a reduced interest rate with the bank, I accepted the revised rate. However, instead of updating the system with the new rate, Mongezi locked in the old, unreasonable rate in the final quote sent to the transferring attorneys. I requested a copy of the revised quote I had accepted but am still waiting for it. I only saw this document for the first time when the attorneys sent it over the weekend.

This morning, after reviewing the documentation sent to the attorneys, I noticed the error. Had I not reviewed it, I might have signed off on the incorrect rate. Now, the attorneys must send the quote back to Standard Bank for amendment, causing further delays—all of which could have been avoided if Mongezi had handled this process efficiently. This after I had expressed the urgency of the matter to him.

May I kindly request that this matter be urgently investigated and expedited?

In addition, I feel additional training and guidance is required to assist Mongezi to step-up and meet customer expectation.