1 reviews | Active since Oct 2012
INEPTITUDE
My father in law aged 95 wanted money transferred from his Stanlib account to his Nedbank account and phoned Francis on 7 May to request it. He was told it would take 3 - 5 working days. It was not done. He has nagged and phoned Francis continually and was eventually only told yesterday 19 May that we had to get a verification letter from Nedbank in order for this to happen. From then on Francis has avoided calls and tried to pass us on to his assistant Buyi Mnisi. I emailed the Nedbank letter yesterday morning and Buyi promised to call and tell me at 2pm if it had all come through fine. She did not. I tried to call, no reply, and emailed twice. This morning again they avoided calls until Buyisi eventually called back to say she could not open the attachment on my email ??? I sent it again this morning and she has now confined it has gone through but will take 48 hours to come into his account. This is quite appalling, apart from the most frustrating part of all which is that they will not take calls or answer emails - and my father in law has to make his hearing aid suppliers wait for money. This stress for a 95 year old man who asked for a simple request is ridiculous
We have responded directly to you and would like to thank you publicly for bringing it to our immediate attention that your father-in-law had experienced such frustration. Standard Bank Financial Consultancy (SBFC) has been made aware of the issue of slow and unclear communication at the Fourways branch. STANLIB has also examined our procedures and will be considering more exacting explanations of requirements such as bank account details to make sure that our investors can avoid the frustration experienced by your father-in-law.
As you are aware, payment was already in motion when you placed your complaint but this does not negate your reason for complaining. We will do our utmost to continue improving and aim to only provide consistent good service going forwards.
Warm regards
Barbara Egan
on behalf of the STANLIB team
Best regards,
We have responded directly to you and would like to thank you publicly for bringing it to our immediate attention that your father-in-law had experienced such frustration. Standard Bank Financial Consultancy (SBFC) has been made aware of the issue of slow and unclear communication at the Fourways branch. STANLIB has also examined our procedures and will be considering more exacting explanations of requirements such as bank account details to make sure that our investors can avoid the frustration experienced by your father-in-law.
As you are aware, payment was already in motion when you placed your complaint but this does not negate your reason for complaining. We will do our utmost to continue improving and aim to only provide consistent good service going forwards.
Warm regards
Barbara Egan
on behalf of the STANLIB team
Best regards,