Unfair Decline of My 3-Month Home Loan Payment Break – Long-Term Loyal Customer

Complaint:

I am deeply disappointed by the way Standard Bank has handled my recent request for a 3-month payment break on my home loan.

I have been a loyal and punctual client for over 5 years, never missing a single payment on my bond. Out of genuine financial pressure — including urgent personal and property-related commitments — I reached out to the Debt Care Centre to request a short-term payment break.

To my surprise, my application was declined with the reason stated as “wrong form of assistance.” I do not understand what this means. I clearly app**** for a payment break, and no one from the bank contacted me to explain the issue or guide me toward the correct process.

This experience has left me frustrated and feeling unsupported, especially after years of being a responsible customer. I expected more empathy and assistance from Standard Bank, especially during a temporary financial setback.

I am urgently requesting that Standard Bank:

Review my application again,

Clearly explain what “wrong form of assistance” means, and

Provide guidance on how to apply correctly for the 3-month payment break.

I am not asking to avoid my obligations — only for some breathing room to recover financially while maintaining my long-standing relationship with the bank.