1 reviews | Active since Nov 2016
Stanlib sucks
<p>On either 3rd or 4th May I went into Standard Bank Rivonia and filled out a withdrawal from my late Mother's Stanlib account to be transferred into an account for Estate of my late mother. I have been told that if you need to withdraw from Stanlib 2-3 days. By Monday 8th May I had not heard anything, I emailed Rose, who is always very effecient at Standard Bank, Rivonia, asking when we could expect the funds to be transferred as this is delaying the winding up of my Mother's Estate. She said she would chase up and see what was happening. By Thursday 11 May I still had not heard anything. I again emailed Rose, who was quite shocked that I had not heard anything from Stanlib. A little later that day I received an email requesting documentation in order for them to begin the process. I was stunned that this information had taken a week to be emailed to me. I felt my best bet was to go in to Stanlib at Melrose Arch and present the documentation to them to avoid any further delays. I met with a lady called Fay Myers and explained how unhappy I was with the service. She apologised profusely and assured me that she would handle everything and get it moving as fast as possible. However she needed a few documents that I did not have. She gave me her email and told me to scan and email documents by Monday morning. I emailed the documents on Monday morning and requested that she please confirm that she had received all the relevant documents and that the process to transfer funds was happening. I did not receive any response at all. On Tuesday I again emailed asking her to confirm receipt of the documents - no response. I called later and was told that she was busy with a client. I asked Anna to please get her to call me when she was free. No response. I again sent her an email later in the afternoon still no response. </p> <p>I sent a final email today but still no response.</p> <p> </p> <p>I am desperate as this is holding up the winding up of my Mother's estate. I need someone to help as it appears that no one at Stanlib is prepared to step up and do their job.</p>
Hello Dylene49,
We appreciate your bringing this matter to our attention. However, as explained by Fay Myers, we did not receive any notification from Standard Bank and were thus unaware of your circumstances. Fay provided you with email address details so that she could assist you immediately.
When she did not hear from you, she called you yesterday and you understood that you had used an erroneous e-mail address. Fay has monitored all the documents that you have since sent through and has ensured that these have been forwarded to the relevant Operations area dealing with estate lates.
As also mentioned, there is a stringent procedure for death claims to protect these assets from *****. If there are any other outstanding matters necessary for completing this claims process, we will contact you immediately to ensure that we can assist with making the claim process as smooth as possible.
Kind regards,
Barbara Egan, on behalf of the STANLIB Team.
Best regards,
Hello Dylene49,
We appreciate your bringing this matter to our attention. However, as explained by Fay Myers, we did not receive any notification from Standard Bank and were thus unaware of your circumstances. Fay provided you with email address details so that she could assist you immediately.
When she did not hear from you, she called you yesterday and you understood that you had used an erroneous e-mail address. Fay has monitored all the documents that you have since sent through and has ensured that these have been forwarded to the relevant Operations area dealing with estate lates.
As also mentioned, there is a stringent procedure for death claims to protect these assets from *****. If there are any other outstanding matters necessary for completing this claims process, we will contact you immediately to ensure that we can assist with making the claim process as smooth as possible.
Kind regards,
Barbara Egan, on behalf of the STANLIB Team.
Best regards,
Further to the above, Yes I did find out that the email was wrong, however it took Fay Myers 30 hours to return my call or perhaps it was because I placed this complaint on "Hello Peter".
Yesterday I received another call from Fay stating she still needed more documentation. When I asked what documentation she said it was documentation that I had personally handed to her. I was shocked. She told me she had photocopied the documentation that I handed her and did not keep any of the copies. Why on earth would I need photocopies I had the originals. Why make photocopies and give to me to have to scan and resend to her???? I gave them to her for their records. I was totally stunned.
I also asked when I could expect these funds to be transferred as it has now been two weeks and am still waiting for a response
Further to the above, Yes I did find out that the email was wrong, however it took Fay Myers 30 hours to return my call or perhaps it was because I placed this complaint on "Hello Peter".
Yesterday I received another call from Fay stating she still needed more documentation. When I asked what documentation she said it was documentation that I had personally handed to her. I was shocked. She told me she had photocopied the documentation that I handed her and did not keep any of the copies. Why on earth would I need photocopies I had the originals. Why make photocopies and give to me to have to scan and resend to her???? I gave them to her for their records. I was totally stunned.
I also asked when I could expect these funds to be transferred as it has now been two weeks and am still waiting for a response