Stanlib has no Service.

Dear Stanlib Customer Service,

I am writing to express my dissatisfaction with the service I have received regarding the update of bank account and contact details for my account and those of my two daughters.

On 14 July 2025, I submitted a request to change these details. I received no response, and when I followed up by phone on 25 August, I was informed that Stanlib had not received all the required documents. I was not notified of any issues with the initial submission, which I find unacceptable.

I resubmitted the requested documents, but they were rejected again without any explanation of what was wrong. After contacting the call centre three times, a representative assisted me, but the submission was rejected yet again. It was only after another call to the call centre on Tuesday, 26 August, that I was finally informed of the specific issue with my submission. I promptly resubmitted the corrected documents.

As of my latest call on 27 August, I was told the changes would take an additional three days to process. To date, my bank account and contact details remain unchanged. The lack of communication, repeated rejections without clear feedback, and ongoing delays are deeply frustrating and reflect poorly on Stanlib’s service standards.

I request immediate action to finalize these changes and a formal explanation for the delays and lack of communication. Please confirm receipt of this complaint and provide a timeline for resolution.

Sincerely, Daniel