Worst Bank, horrible service!

We are absolutely frustrated and disappointed with the shocking level of service we’ve received from Standard Bank regarding our Access Bond.

For over two years, we’ve been trying to activate the access bond facility on our home loan account — with no success. After countless calls, delays, and empty promises, we finally managed to get it activated. But just when we thought the struggle was over, things got even worse.

When we attempted to transfer money into the access bond, we discovered we couldn’t access the facility. We called Standard Bank again, only to be told the account wasn’t linked to our profile. We were forced to drive 40km to the nearest branch, wasting our time and money, and sat there for two hours to get it sorted.

While still at the branch, we transferred *** into the access bond to test it — and couldn’t withdraw it. Only then were we told, for the first time, that there is a R6000 activation fee. Not once in two years of dealing with this issue was this ever mentioned!

We then added another ***x , and eventually ***x more — all while standing in the branch. Still, we couldn’t access a cent. The consultant casually told us the funds would reflect "later."

The next day, the bond balance reflected R0. Gone. No access. No explanation.

We phoned Standard Bank again and were then told that our account is in arrears because of interest rate changes over time. We were never notified of this. Our home loan is paid by debit order, which adjusts with the rate. If the debit amount was too low, why were we not informed? Why was the access bond activated if the account was in arrears?

We are now sitting with R*** amount locked in an access bond that we cannot touch, and no one can give us a straight answer.

This is completely unacceptable. It feels like our money has just disappeared. We’ve been misled, sent in circles, and treated with complete disregard.

This kind of treatment is disgraceful. We trusted Standard Bank with our home and our finances — and this is how we are repaid?