Stanlib delays in releasing clients funds
<p>I have tried for a week to obtain funds from Stanlib money market investment which should take 2 working days. I even went into Standard Bank, have called and emailed all to no avail. </p> <p>Stanlib your 2working day policy to repurchase funds is false . Your 24 hour reply to emails is false. Your service is pathetic as for each phone call I have waited for 15 to 20 minutes just to get through and another 15 to 20 minutes to try get some lame excuse and on questioning your reply it takes again another 15 to 20 minutes to receive another reply with no confirmed action but we'll try speed up the process. ......... Please let's accept speed is not your forte.</p> <p> </p> <p>VERY ANGRY CUSTOMER</p> <p> </p> <p> </p> <p> </p> <p> </p>
Hello Irene-de-wet,
Thank you for bringing this issue to our immediate attention. I note that Asief Suleman has spoken to you this evening and you will forward us the details first thing tomorrow. We most certainly will press to release payment as early as possible tomorrow. Should there be any outstanding documents our team will call you immediately.
You mention that the Contact Centre experience is slow and has not assisted you to get immediate action. We are experiencing high volumes of enquiries due to a major upgrade of our operating processes and our STANLIB Online security, as well as the renewal of the content of STANLIB Online to improve our investors’ servicing experience. We have committed to bringing the backlog up-to-date as quickly as possible and we are listening carefully to what our investors are saying.
Feedback from our investors is assisting us in ironing out all teething problems and allowing the final touch of improvements to make sure we meet our investors' service expectations.
We do apologise for any stress the missed transaction deadline may have placed on you. May we assure you that we will always do our best to look after your investment interests and transaction instructions.
Kind regards
Barbara Egan, on behalf of the STANLIB team
Hello Irene-de-wet,
Thank you for bringing this issue to our immediate attention. I note that Asief Suleman has spoken to you this evening and you will forward us the details first thing tomorrow. We most certainly will press to release payment as early as possible tomorrow. Should there be any outstanding documents our team will call you immediately.
You mention that the Contact Centre experience is slow and has not assisted you to get immediate action. We are experiencing high volumes of enquiries due to a major upgrade of our operating processes and our STANLIB Online security, as well as the renewal of the content of STANLIB Online to improve our investors’ servicing experience. We have committed to bringing the backlog up-to-date as quickly as possible and we are listening carefully to what our investors are saying.
Feedback from our investors is assisting us in ironing out all teething problems and allowing the final touch of improvements to make sure we meet our investors' service expectations.
We do apologise for any stress the missed transaction deadline may have placed on you. May we assure you that we will always do our best to look after your investment interests and transaction instructions.
Kind regards
Barbara Egan, on behalf of the STANLIB team