Unhappy home loan client

I am utterly disgusted at the level of service I have received from every single one of you. I am rather appalled that my simple request to change my banking details and have the payment I made on the 25th of September 2020, allocated into my home loan account turned into a circus with every single one of you taking no accountability at all. While other departments like your vehicle finance and loans assisted me with no issues at all.

It is clear to me that whoever is assigned the responsibility of overseeing and coordinating the day-to-day operations of your home loans department is clueless, insensitive, unresponsive and lacks the authority, interest, time, capacity, the wherewithal to understand what client centricity is all about. Your processes are not client focused and your own consultants don’t even know nor understand them.

Your consultants and team leaders are in dire need of a full time babysitter with dummies, bips and nappies because no one seems to know anything nor have the capacity to make a decision when the need arises. I had to do the thankless and exhausting job of following them around all day every day to ensure that they:

1. Allocate the payment I made into my home loans account

2. Change my banking details

Two simple request that have not been done to this day.

May I please get someone who cares about me as a client and the business that I give to standard bank to call me and make sure that this circus is closed and we can all move on with our lives, if this is not done by close of business today, I will be looking at moving all my accounts with you to another bank no matter the cost.

Unhappy client