Unprofessional Service

I have a joint bond and app**** for a 3 month payment holiday plan on my Home Loan Due to COVID19 as only one member is working in our household and we are going to find it difficult to make payments for now. I called the Debt Centre line and held on for 20 minutes only for an agent to tell me to send an email to ***, I did that only to get an auto response that someone will get back to me within 10 working days. It has now now been 12 working days and nobody has gotten back to me and Standard Bank debited the bond amount today. I find this very unprofessional as you did promise to help every customer. I have my Homeloan with you for over 10 years and every payment is up to date. If this is not rectified I will be moving my Home Loan to Nedbank as they have helped me alot with my other Finances during the COVID19 Pandemic.

My other son will be going back to work after the Lockdown and is currently not receiving a basic income.

I am currently unemployed as well, so my two sons share the responsibility of the Home Loan payment. I have been a loyal client to Standard Bank for many years and my Home Loan payments have always been paid on time and is up to date.

We humbly ask for help during the COVID19 Pandemic. Your assistance will be highly appreciated.