No communication on new investment
The service received was appalling. It took a week to get confirmation of our deposit. Even the complaints department has a response lead time of two weeks.
Hello Amanda-Claassens,
We really do appreciate your bringing this issue to our attention. We welcome the chance to examine and improve our service delivery to you. As we have discussed directly, the main issue is not late processing of your new investment account, it is that we were not more proactive in keeping you informed about the progress of the case. When we requested your outstanding FICA requirements, we could have followed this with a confirmation sms to put your mind at ease that we would now finalise the process of allocating your deposit.
Our examination of your case has provided us the opportunity to find out why the messages did not materialise and to correct the issue accordingly.
We are looking forwards to continuing our wealth building partnership with you for many years to come.
Warm regards
Barbara Egan, on behalf of the STANLIB team.
Hello Amanda-Claassens,
We really do appreciate your bringing this issue to our attention. We welcome the chance to examine and improve our service delivery to you. As we have discussed directly, the main issue is not late processing of your new investment account, it is that we were not more proactive in keeping you informed about the progress of the case. When we requested your outstanding FICA requirements, we could have followed this with a confirmation sms to put your mind at ease that we would now finalise the process of allocating your deposit.
Our examination of your case has provided us the opportunity to find out why the messages did not materialise and to correct the issue accordingly.
We are looking forwards to continuing our wealth building partnership with you for many years to come.
Warm regards
Barbara Egan, on behalf of the STANLIB team.