1 reviews | Active since Aug 2011
Pathetic Service
<p>I requested or a re-purchase on my unit trust last week Tuesday. As explained by the consultant I expected the funds in my account on Friday. Friday came and no payment. I phoned to query this only to be told that I made a mistake with the date on the document. Why could they not phone me when they received the document. Who knows when they were going to inform me of this....if at all. I was informed that I need to wait another 4 days. I contacted Ingrid who deals with complaints as I need the funds urgently and she was going to see what she could do and was going to contact me on Friday. It is now 11:20 on Monday morning and still no feedback. Pathetic service</p>
Hello Elsie Nel,
Please accept our apology for this lapse in service. We followed up this matter this morning and received confirmation that your funds would be released this afternoon being within two working days of you originally raising the issue with us.
We will pursue the matter with the operations team involved to assess how we could have avoided the stressful issue we caused you. It is our duty to examine where we have not delivered 100% service excellence to our investors and to make improvements to ensure quality service going forwards.
Kind regards
Barbara Egan, on behalf of the STANLIB team.
Hello Elsie Nel,
Please accept our apology for this lapse in service. We followed up this matter this morning and received confirmation that your funds would be released this afternoon being within two working days of you originally raising the issue with us.
We will pursue the matter with the operations team involved to assess how we could have avoided the stressful issue we caused you. It is our duty to examine where we have not delivered 100% service excellence to our investors and to make improvements to ensure quality service going forwards.
Kind regards
Barbara Egan, on behalf of the STANLIB team.