Slow service, bureaucracy and don't get the point
I mailed Stanlib on the 21st of August about an error on the website preventing me from updating my email address. No response. I emailed again on the 25th and 26th. Eventually got a reply on the 29th - 8 days after my original email. The response asked me to fill out and sign a form to change my email address. Is that not overkill? Not a single other company in SA has asked me to do this. They also completely missed the point of my request and did not even acknowledge the error on the website or that they were going to take it up with the IT department. Even if I go through the red tape of filling out and signing a form and waiting for it to get processed, the website will effectively be non-functional to me because it validates the email address and I will never be able to send myself a statement or update my communication preferences. I have had to deal with a lot of companies this past week to update my address. Some responded within an hour to say they've updated my address. Others, where there was also a website issue, had escalated it within a day. One company took 4 days to reply. But Stanlib is the only one that took 8 days and missed the point completely.
Per our e-mail correspondence, our original misunderstanding of the issue was unfortunate, and for that we do apologise.
The positive thing about your complaint is that we have now become aware of the necessity to cater for the evolution in top-level domain (TDL) names increasingly being used for e-mail addresses and, as we informed you, we are now going through the testing phase to ensure that the STANLIB Online self-service \fix\" (system adjustment) will work for all our present and future investors.
Per our e-mail correspondence, our original misunderstanding of the issue was unfortunate, and for that we do apologise.
The positive thing about your complaint is that we have now become aware of the necessity to cater for the evolution in top-level domain (TDL) names increasingly being used for e-mail addresses and, as we informed you, we are now going through the testing phase to ensure that the STANLIB Online self-service \fix\" (system adjustment) will work for all our present and future investors.