Unsatisfactory Service

I have experienced very bad service from Standard Bank. I had taken out a loan in 2011 which would be a fixed loan over a 5-year period – a term I agreed to. I am still being charged for it 2 years later, despite my querying a year ago the ongoing debit order – with no satisfactory response.

I went into the Bayside Standard Bank branch again on 1 December 2018 to request that a copy of the contract be emailed to me. The consultant did not have access to my records and could only email the relevant parties to request the information. She informed me that I should receive it by 4th December. However, I only received an email stating that they were still busy with my case.

After waiting a few more days, I contacted the relevant parties and again waited for the matter to be escalated and for them to update me on the progress. I was eventually called on the 12th of December after I had to send yet another email.

According to the bank consultant there is no record of my contract as, apparently, they delete such information after 5 years. However, their computer notes state that my contract period is over a much longer period than 60 months (over 100 months plus). The person informed me that they will need to go through their phone call records to hear what I had agreed to and would contact me once they have found something. The person who assisted me finally called yesterday, the 18th of December! According to him they can't find any records of that specific call and he will need their IT guys to assist him with this. I had said I need an answer by today, 19th December at 2pm. I never received a call and proceeded to call him myself. He informed me that he still needs to get hold of the IT guys to assist him.

I am very disgusted with the service I have received thus far from Standard Bank. My questions to Standard Bank are:

1. Why do you not retain records of contracts/agreements till they have been fulfilled? 2. How can there be absolutely no record of my contract with you, including my phone calls? 3. What proof do you have that the contract was, indeed, over 100 months? All you have are notes on your computer that were entered by a staff member who may have entered the wrong information. 4. In addition to the interest on the loan, you have also charged me for insurance on the loan. I had previously queried this and you could not give me a satisfactory response. As a result, the capital has taken longer to be paid because interest is charged on the remaining monthly balance which includes the insurance deduction as well. 5. You have charged me over R25 000 over and above my contractual period, and have absolutely no records to prove that I even had a contract with you in the first place.

I demand that the money be reimbursed for the last 2 years and that my debit order be cancelled with immediate effect.

I had been a valued client of Standard Bank for many years since I was a young child, and when I did not receive satisfactory answers to my queries two years ago, I cancelled my banking account with you due to your pathetic service. I am truly disgusted.

- Taryn Williams