SS
Sheylyn S
1 reviews | Active since Jan 2019
19 Nov 2025, 09:36
Unacceptable Service – Nearly Two Years With No Resolution
I am extremely disappointed with the ongoing experience I’ve had with Standard Bank’. For almost two years, I have been raising serious concerns regarding my father’s home loan account — including issues that affect the loan term, interest charged, and the overall accuracy of the account. Despite numerous emails, follow-ups, and requests for clarity, no meaningful progress or explanation has been provided.
What makes this situation even more unacceptable is that Standard Bank have unilaterally made changes to the home loan without offering any proper explanation or breakdown. These unexplained actions affect the interest and the long-term structure of the loan, yet the bank have failed to show transparency or accountability.
The lack of urgency, repeated delays, and seeming inability to investigate or understand the concerns raised is shocking for a bank of this size. Each time we follow up, we are told the matter is being reviewed, yet nothing moves forward.
At this point, Standard Bank’s handling of this matter feels completely negligent. Over nearly two years, they have demonstrated: • No transparency • No urgency • No accountability • No customer care • No resolution of their own administrative errors
This prolonged inaction has caused unnecessary stress, frustration, and financial uncer*****y for my family.
I caution anyone considering Standard Bank for a home loan AND I caution current customers to be vigilant of their home loan accounts. If this is their standard of service when legitimate issues are raised, then customer well-being is clearly not a priority.
We are still waiting for a proper investigation and a clear explanation — something that should never require this much effort to obtain.
Helpful (0)
Replies (4)0
Replies (4)
Standard Bank's replyOfficial
19 Nov 2025, 09:41Dear Shelyn
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologize for any inconvenience or unwarranted frustration this has given you.
Kindest regards
Standard Bank Hello Peter Team
***
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologize for any inconvenience or unwarranted frustration this has given you.
Kindest regards
Standard Bank Hello Peter Team
***
Standard Bank's reply19 Nov 2025, 09:41
Official
Dear Shelyn
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologize for any inconvenience or unwarranted frustration this has given you.
Kindest regards
Standard Bank Hello Peter Team
***
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologize for any inconvenience or unwarranted frustration this has given you.
Kindest regards
Standard Bank Hello Peter Team
***
SS
Sheylyn S's updateReviewer Update
19 Nov 2025, 09:42Thank you for your response.
However, this is not the first time I have received this exact message from Standard Bank. I have been given the same assurance multiple times over the past two years, yet no one has ever contacted me, no progress has ever been made, and the core issues remain completely unresolved.
At this point, generic apologies and promises are no longer sufficient. I require:
- A direct point of contact (name, role, and contact details).
- Confirmation of which department is taking ownership of this matter.
- A clear timeline for when I can expect a meaningful update.
- A proper investigation into the concerns, which have been repeatedly ignored despite numerous emails.
I urge Standard Bank to treat this matter with urgency and accountability. Another copy-and-paste response, without any follow-through, only reinforces the lack of care and service I have experienced to date.
I look forward to a real, actionable update — not another automated apology.
SS
Sheylyn S's update19 Nov 2025, 09:42
Reviewer Update
Thank you for your response.
However, this is not the first time I have received this exact message from Standard Bank. I have been given the same assurance multiple times over the past two years, yet no one has ever contacted me, no progress has ever been made, and the core issues remain completely unresolved.
At this point, generic apologies and promises are no longer sufficient. I require:
- A direct point of contact (name, role, and contact details).
- Confirmation of which department is taking ownership of this matter.
- A clear timeline for when I can expect a meaningful update.
- A proper investigation into the concerns, which have been repeatedly ignored despite numerous emails.
I urge Standard Bank to treat this matter with urgency and accountability. Another copy-and-paste response, without any follow-through, only reinforces the lack of care and service I have experienced to date.
I look forward to a real, actionable update — not another automated apology.
SS
Sheylyn S's updateReviewer Update
19 Nov 2025, 12:06To: Standard Bank Home Loans & Debt Review Departments
Subject: Request for Detailed Clarification and Explanation Regarding Home Loan
Account
Dear Sir/Madam,
Kindly find below a list of queries for which we respectfully request comprehensive and detailed
responses. We specifically ask that each question be answered directly and supported by clear
explanations and corresponding evidence.
As per the latest signed agreement dated 21 October 2013, the remaining term at that point
was 204 months. However, as per the Standard Bank Home Loan system at that time, the
recorded term does not align with the signed agreement. This discrepancy has been confirmed
in the most recent recorded discussion held on 26 August 2025.
1. As per the latest signed agreement dated 21 October 2013, the remaining term at that
point was 204 months (END DATE: 31 October 2030). However, as per the Standard
Bank Home Loan system at that time, the recorded term does not align with the signed
agreement. This discrepancy has been confirmed in the most recent recorded discussion
held on 26 August 2025. Please provide a detailed explanation of the implications of
this inconsistency & confirmation of how the issue will be corrected and the related
interest reversed.
2. I would like to please understand the reversal of the R74 162,18. Why was this amount
reversed and how was it calculated? (Can the bank please provide a full breakdown
of where this number has come from along with an explanation to support
3. The amount of interest that has been charged and serviced through payments has been
incorrect by our calculations. We believe there is an excessive amount of interest that
has been erroneously added to the bond each month which is the reason that the
principal amount is still at approximately 73% of total principal value, while there is only
approximately 25% left of the term, which is most definitely not the expected case of a
typical bond/ loan account. Can the bank please confirm and provide proof that they
are confident that their calculations are indeed accurate?
4. We cannot understand the sporadic nature of the interest charged even when the prime
lending rate does not change. Can the bank please also provide a detailed
explanation of this?
5. We have also not been able to account for the "so called Arrears amount" mentioned in
the statement shared previously of R201 483.50. Please can the bank provide
detailed calculations of how this amount has been calculated along with an
explanation of this? This would also have resulted in additional interest charged
to the account.
6. We have rebuilt the entire bond/ loan account and simulated scenarios of how the bond
should have been treated as well as what the actual numbers should be. Through this
exercise, numerous points of questions have come about. As such, can the bank
please provide a full history of the bond/ loan account since inception? I.e. points
in time of the specific changes highlighted above and when they originated.
Kindly note, I have sat with an Actuarial Manager (FASSA) and another Actuarial Manager
(AMASSA) to ensure that our understanding of the bond is as accurate as possible. Through
this exercise we have uncovered and raised the above concerns.
Please let me know what is a reasonable time frame to expect the answers/explanations and
calculations I have asked for above. The origination date of this request is: 13 February 2024
(20 Months ago/ Almost 2 years ago)
Above you will find the outstanding request. Kindly note NOTHING has been concluded. The above concerns are all still outstanding.
Subject: Request for Detailed Clarification and Explanation Regarding Home Loan
Account
Dear Sir/Madam,
Kindly find below a list of queries for which we respectfully request comprehensive and detailed
responses. We specifically ask that each question be answered directly and supported by clear
explanations and corresponding evidence.
As per the latest signed agreement dated 21 October 2013, the remaining term at that point
was 204 months. However, as per the Standard Bank Home Loan system at that time, the
recorded term does not align with the signed agreement. This discrepancy has been confirmed
in the most recent recorded discussion held on 26 August 2025.
1. As per the latest signed agreement dated 21 October 2013, the remaining term at that
point was 204 months (END DATE: 31 October 2030). However, as per the Standard
Bank Home Loan system at that time, the recorded term does not align with the signed
agreement. This discrepancy has been confirmed in the most recent recorded discussion
held on 26 August 2025. Please provide a detailed explanation of the implications of
this inconsistency & confirmation of how the issue will be corrected and the related
interest reversed.
2. I would like to please understand the reversal of the R74 162,18. Why was this amount
reversed and how was it calculated? (Can the bank please provide a full breakdown
of where this number has come from along with an explanation to support
3. The amount of interest that has been charged and serviced through payments has been
incorrect by our calculations. We believe there is an excessive amount of interest that
has been erroneously added to the bond each month which is the reason that the
principal amount is still at approximately 73% of total principal value, while there is only
approximately 25% left of the term, which is most definitely not the expected case of a
typical bond/ loan account. Can the bank please confirm and provide proof that they
are confident that their calculations are indeed accurate?
4. We cannot understand the sporadic nature of the interest charged even when the prime
lending rate does not change. Can the bank please also provide a detailed
explanation of this?
5. We have also not been able to account for the "so called Arrears amount" mentioned in
the statement shared previously of R201 483.50. Please can the bank provide
detailed calculations of how this amount has been calculated along with an
explanation of this? This would also have resulted in additional interest charged
to the account.
6. We have rebuilt the entire bond/ loan account and simulated scenarios of how the bond
should have been treated as well as what the actual numbers should be. Through this
exercise, numerous points of questions have come about. As such, can the bank
please provide a full history of the bond/ loan account since inception? I.e. points
in time of the specific changes highlighted above and when they originated.
Kindly note, I have sat with an Actuarial Manager (FASSA) and another Actuarial Manager
(AMASSA) to ensure that our understanding of the bond is as accurate as possible. Through
this exercise we have uncovered and raised the above concerns.
Please let me know what is a reasonable time frame to expect the answers/explanations and
calculations I have asked for above. The origination date of this request is: 13 February 2024
(20 Months ago/ Almost 2 years ago)
Above you will find the outstanding request. Kindly note NOTHING has been concluded. The above concerns are all still outstanding.
SS
Sheylyn S's update19 Nov 2025, 12:06
Reviewer Update
To: Standard Bank Home Loans & Debt Review Departments
Subject: Request for Detailed Clarification and Explanation Regarding Home Loan
Account
Dear Sir/Madam,
Kindly find below a list of queries for which we respectfully request comprehensive and detailed
responses. We specifically ask that each question be answered directly and supported by clear
explanations and corresponding evidence.
As per the latest signed agreement dated 21 October 2013, the remaining term at that point
was 204 months. However, as per the Standard Bank Home Loan system at that time, the
recorded term does not align with the signed agreement. This discrepancy has been confirmed
in the most recent recorded discussion held on 26 August 2025.
1. As per the latest signed agreement dated 21 October 2013, the remaining term at that
point was 204 months (END DATE: 31 October 2030). However, as per the Standard
Bank Home Loan system at that time, the recorded term does not align with the signed
agreement. This discrepancy has been confirmed in the most recent recorded discussion
held on 26 August 2025. Please provide a detailed explanation of the implications of
this inconsistency & confirmation of how the issue will be corrected and the related
interest reversed.
2. I would like to please understand the reversal of the R74 162,18. Why was this amount
reversed and how was it calculated? (Can the bank please provide a full breakdown
of where this number has come from along with an explanation to support
3. The amount of interest that has been charged and serviced through payments has been
incorrect by our calculations. We believe there is an excessive amount of interest that
has been erroneously added to the bond each month which is the reason that the
principal amount is still at approximately 73% of total principal value, while there is only
approximately 25% left of the term, which is most definitely not the expected case of a
typical bond/ loan account. Can the bank please confirm and provide proof that they
are confident that their calculations are indeed accurate?
4. We cannot understand the sporadic nature of the interest charged even when the prime
lending rate does not change. Can the bank please also provide a detailed
explanation of this?
5. We have also not been able to account for the "so called Arrears amount" mentioned in
the statement shared previously of R201 483.50. Please can the bank provide
detailed calculations of how this amount has been calculated along with an
explanation of this? This would also have resulted in additional interest charged
to the account.
6. We have rebuilt the entire bond/ loan account and simulated scenarios of how the bond
should have been treated as well as what the actual numbers should be. Through this
exercise, numerous points of questions have come about. As such, can the bank
please provide a full history of the bond/ loan account since inception? I.e. points
in time of the specific changes highlighted above and when they originated.
Kindly note, I have sat with an Actuarial Manager (FASSA) and another Actuarial Manager
(AMASSA) to ensure that our understanding of the bond is as accurate as possible. Through
this exercise we have uncovered and raised the above concerns.
Please let me know what is a reasonable time frame to expect the answers/explanations and
calculations I have asked for above. The origination date of this request is: 13 February 2024
(20 Months ago/ Almost 2 years ago)
Above you will find the outstanding request. Kindly note NOTHING has been concluded. The above concerns are all still outstanding.
Subject: Request for Detailed Clarification and Explanation Regarding Home Loan
Account
Dear Sir/Madam,
Kindly find below a list of queries for which we respectfully request comprehensive and detailed
responses. We specifically ask that each question be answered directly and supported by clear
explanations and corresponding evidence.
As per the latest signed agreement dated 21 October 2013, the remaining term at that point
was 204 months. However, as per the Standard Bank Home Loan system at that time, the
recorded term does not align with the signed agreement. This discrepancy has been confirmed
in the most recent recorded discussion held on 26 August 2025.
1. As per the latest signed agreement dated 21 October 2013, the remaining term at that
point was 204 months (END DATE: 31 October 2030). However, as per the Standard
Bank Home Loan system at that time, the recorded term does not align with the signed
agreement. This discrepancy has been confirmed in the most recent recorded discussion
held on 26 August 2025. Please provide a detailed explanation of the implications of
this inconsistency & confirmation of how the issue will be corrected and the related
interest reversed.
2. I would like to please understand the reversal of the R74 162,18. Why was this amount
reversed and how was it calculated? (Can the bank please provide a full breakdown
of where this number has come from along with an explanation to support
3. The amount of interest that has been charged and serviced through payments has been
incorrect by our calculations. We believe there is an excessive amount of interest that
has been erroneously added to the bond each month which is the reason that the
principal amount is still at approximately 73% of total principal value, while there is only
approximately 25% left of the term, which is most definitely not the expected case of a
typical bond/ loan account. Can the bank please confirm and provide proof that they
are confident that their calculations are indeed accurate?
4. We cannot understand the sporadic nature of the interest charged even when the prime
lending rate does not change. Can the bank please also provide a detailed
explanation of this?
5. We have also not been able to account for the "so called Arrears amount" mentioned in
the statement shared previously of R201 483.50. Please can the bank provide
detailed calculations of how this amount has been calculated along with an
explanation of this? This would also have resulted in additional interest charged
to the account.
6. We have rebuilt the entire bond/ loan account and simulated scenarios of how the bond
should have been treated as well as what the actual numbers should be. Through this
exercise, numerous points of questions have come about. As such, can the bank
please provide a full history of the bond/ loan account since inception? I.e. points
in time of the specific changes highlighted above and when they originated.
Kindly note, I have sat with an Actuarial Manager (FASSA) and another Actuarial Manager
(AMASSA) to ensure that our understanding of the bond is as accurate as possible. Through
this exercise we have uncovered and raised the above concerns.
Please let me know what is a reasonable time frame to expect the answers/explanations and
calculations I have asked for above. The origination date of this request is: 13 February 2024
(20 Months ago/ Almost 2 years ago)
Above you will find the outstanding request. Kindly note NOTHING has been concluded. The above concerns are all still outstanding.
SS
Sheylyn S's updateReviewer Update
19 Nov 2025, 12:15Hello
To ensure I understand your response correctly, the home loan being referenced is with Standard Bank. The home loan account in question is owned by Standard Bank and yet Standard Bank is referring me to a third party to request the answers to the concerns the client has?
As Standard Bank, are you unable to assist your client?
Kind Regards
To ensure I understand your response correctly, the home loan being referenced is with Standard Bank. The home loan account in question is owned by Standard Bank and yet Standard Bank is referring me to a third party to request the answers to the concerns the client has?
As Standard Bank, are you unable to assist your client?
Kind Regards
SS
Sheylyn S's update19 Nov 2025, 12:15
Reviewer Update
Hello
To ensure I understand your response correctly, the home loan being referenced is with Standard Bank. The home loan account in question is owned by Standard Bank and yet Standard Bank is referring me to a third party to request the answers to the concerns the client has?
As Standard Bank, are you unable to assist your client?
Kind Regards
To ensure I understand your response correctly, the home loan being referenced is with Standard Bank. The home loan account in question is owned by Standard Bank and yet Standard Bank is referring me to a third party to request the answers to the concerns the client has?
As Standard Bank, are you unable to assist your client?
Kind Regards