WM
Winnie M
1 reviews | Active since Feb 2021
19 Mar 2021, 08:35
Poor customer service from Stanlib
I opened an account with Stanlib Fundisa Fund *** a few years back so that I can augment my daughter’s tertiary fees.
On the 2nd March 2021 I went to the hatfield standard bank branch to complete the forms as I had been told by the Stanlib consultant that they only accept forms sent from a branch.
The following day I get a sms saying that ”Your repurchase request has been received by STANLIB Collective Investments. Queries: please contact us on ***or ***” The following day “Your personal details update request has been received by STANLIB Collective Investments. Queries: please contact us on ***or ***”
Mind you all I completed was a withdrawal form no personal details update. On the 15th March, I called Stanlib, was on hold for 8 minutes, on the 16th March, I called again, was on hold for 16 minutes, decided to go back to the hatfield branch. Waited in the queue for over an hour, finally got to be served, the consultant called Stanlib and was told to have me complete the change of details form.
I demanded an explanation as to why I have to do that as all I want is a withdrawal of my contribution as well as that of the government. When the consultant called Stanlib to explain that I need an explanation, she couldn’t get hold of Innocent and was assisted by Norma, she said we needed to recomplete the withdrawal form again and add the Govt and my account number. She said I needed to complete the form afresh instead of them adding the two account numbers.
19 March, I send a balance request to Stanlib, ****, the money is still on their side.
I am not asking for a loan, just a withdrawal of the money I have been saving towards my child’s varsity fees, that’s all.
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Replies (3)
STANLIB's replyOfficial
19 Mar 2021, 09:13Good Day Winnie Matjila
Thank you for making us aware of your complaint.
We’re working on your request and one of our consultants will make contact with you to assist you.
Regards
STANLIB Resolutions Team
Thank you for making us aware of your complaint.
We’re working on your request and one of our consultants will make contact with you to assist you.
Regards
STANLIB Resolutions Team
Best regards,
STANLIB's reply19 Mar 2021, 09:13
Official
Good Day Winnie Matjila
Thank you for making us aware of your complaint.
We’re working on your request and one of our consultants will make contact with you to assist you.
Regards
STANLIB Resolutions Team
Thank you for making us aware of your complaint.
We’re working on your request and one of our consultants will make contact with you to assist you.
Regards
STANLIB Resolutions Team
Best regards,
WM
Winnie M's updateReviewer Update
20 Mar 2021, 05:35Following the review I posted yesterday I was contacted by Ingrid Marsha, by email, from STANLIB who assured me that my query was receiving the attention it deserves. At the same time, I was telephonically contacted by the Hatfield sales consultant who had helped me with resubmitting the forms on the 16th of March. She said STANLIB wants me to send them confirmation of bank account for the University of Pretoria, knowing fully well that the whole 100% of the money was to go into the University’s account. Which normal citizen would be able to confirm banking details of somebody other than themselves, unless they are joint account holders? The hoops and hurdles STANLIB makes people to go over is AMAZING! Just a reminder STANLIB, 90% of the contributions are from my contributions and 10% is from the government, not STANLIB! After the call from the branch, I decided to go back to the bank, sat there for two more hours as the consultant was on the call awaiting further instructions from STANLIB as to the UP banking details confirmation story. I sent Ingrid Marsha an email expressing my unhappiness with how this is progressing, she assured me that she will get somebody from Processing (as if I as a customer am supposed to tell Processing from an agent on the other side of the line)! As a client I do not need to know about your internal shenanigans, all I need to know is, after three visits to the branch, which equates to a day, what more is required from me to get the total amount due to my daughter transferred to her University of Pretoria student account? You requested me yesterday to resubmit her proof of registration, which I already did on the 2nd when I initially submitted my repurchase instruction. My plan is to have the student account settled by the end of this month, I hope I am not going to have to write an additional review for being pacified via emails with no concrete resolution.
At this point I am very disgruntled and disappointed at the way this repurchase has and is being handled.
You have my email address in file, kindly forward me confirmation of the transfer to the University.
At this point I am very disgruntled and disappointed at the way this repurchase has and is being handled.
You have my email address in file, kindly forward me confirmation of the transfer to the University.
WM
Winnie M's update20 Mar 2021, 05:35
Reviewer Update
Following the review I posted yesterday I was contacted by Ingrid Marsha, by email, from STANLIB who assured me that my query was receiving the attention it deserves. At the same time, I was telephonically contacted by the Hatfield sales consultant who had helped me with resubmitting the forms on the 16th of March. She said STANLIB wants me to send them confirmation of bank account for the University of Pretoria, knowing fully well that the whole 100% of the money was to go into the University’s account. Which normal citizen would be able to confirm banking details of somebody other than themselves, unless they are joint account holders? The hoops and hurdles STANLIB makes people to go over is AMAZING! Just a reminder STANLIB, 90% of the contributions are from my contributions and 10% is from the government, not STANLIB! After the call from the branch, I decided to go back to the bank, sat there for two more hours as the consultant was on the call awaiting further instructions from STANLIB as to the UP banking details confirmation story. I sent Ingrid Marsha an email expressing my unhappiness with how this is progressing, she assured me that she will get somebody from Processing (as if I as a customer am supposed to tell Processing from an agent on the other side of the line)! As a client I do not need to know about your internal shenanigans, all I need to know is, after three visits to the branch, which equates to a day, what more is required from me to get the total amount due to my daughter transferred to her University of Pretoria student account? You requested me yesterday to resubmit her proof of registration, which I already did on the 2nd when I initially submitted my repurchase instruction. My plan is to have the student account settled by the end of this month, I hope I am not going to have to write an additional review for being pacified via emails with no concrete resolution.
At this point I am very disgruntled and disappointed at the way this repurchase has and is being handled.
You have my email address in file, kindly forward me confirmation of the transfer to the University.
At this point I am very disgruntled and disappointed at the way this repurchase has and is being handled.
You have my email address in file, kindly forward me confirmation of the transfer to the University.
WM
Winnie M's updateReviewer Update
23 Mar 2021, 21:17No response to date
WM
Winnie M's update23 Mar 2021, 21:17
Reviewer Update
No response to date