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Hermien B

1 reviews | Active since Jun 2011

07 Apr 2021, 07:25

Transaction cancelled, yet two weeks later money is deducted.

Placed an instruction of additional investment, which was rejected by Stanlib in an email 23 March 2021 (Ref No. SI***). I never sent the documentation required for the investment. It was cancelled. I also requested cancellation in an additional email answered by Susan Sehlakgoe on 23 March, the reply "Please note the request has been made with our processing Department to request to cancel the additional investment instructions as per your request."

Yet, more than 2 weeks later on 7 April Stanlib to deduct R100k towards the investment (which was cancelled twice!), WITHOUT the required paperwork and without informing me!. Unacceptable!!

Reimburse me asap plus interest lost. And provide an explanation who an instruction cancelled 2 weeks ago, both from your and my side gets actioned out of the blue?

0
Replies (10)
STANLIB
STANLIB's reply07 Apr 2021, 08:56
Official
 Good Day,

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 
HB
Hermien B's update07 Apr 2021, 13:58
Reviewer Update
Good Day Stanlib,

It is almost 2pm. I have not heard anything from any of your advisors.
I want you to reverse this illegitimate transaction that you pushed through ASAP. Please cover my banking fees and other losses while you take your time... doing nothing.

Thank you
Hermien

STANLIB
STANLIB's reply07 Apr 2021, 14:24
Official
Good Day, 

Please be advised that we are looking into your matter and you will be contacted shortly. 

Regards
STANLIB Resolutions Team
HB
Hermien B's update07 Apr 2021, 14:45
Reviewer Update
Dear Stanlib

define "shortly"?

I am speaking to one of your advisors 30mins and counting.
You withdrew R100k without permission. Without the paperwork in place. After two emails from STANLIB confirming cancellation of the transaction two weeks ago.

My suggestion is you return this and the banking fees and my phone call fees. ASAP. As in today.

HB
Hermien B's update07 Apr 2021, 15:02
Reviewer Update
Support call reference ***4 with Maxwell. 35mins.

STANLIB
STANLIB's reply07 Apr 2021, 15:08
Official
Good Day, 

Please be advised that an email has been sent to your email consisting of the resolution for your Complaint. 

Regards
STANLIB Resolutions Team
HB
Hermien B's update07 Apr 2021, 15:58
Reviewer Update
This looks rather unresolved to me... STANLIB are dragging their feet to put the matter right.
24 hours to give a further update? You have all the paperwork proving you are wrong. With no haste to rectify your error.

to quote your email:

" Please be advised that we have investigated your matter and a query has been opened to reverse the additional investment which was debited on your account. Further feedback on your case will be provided within the next 24 hours. "


STANLIB
STANLIB's reply07 Apr 2021, 17:01
Official
Good Day, 

We are working towards resolving your issue. 

The resolution is that we will reverse the payment. As mentioned in the email, we have created a query to resolve your issue. 

We will provide you with further feedback on your case tomorrow. 

Regards
STANLIB Resolutions Team
STANLIB
STANLIB's reply08 Apr 2021, 11:47
Official
Good Day, 

Trust this finds you well. 

Please be advised that the payment has been reversed and the funds should reflect in your bank account by the end of day today. 

Once again, please accept our sincere apologies for the poor experience and inconvenience caused. 

Should you have any further enquiries, please do not hesitate to contact us. 

Regards
STANLIB Resolutions Team
HB
Hermien B's update09 Apr 2021, 10:04
Reviewer Update
hi Stanlib,

The money reflected on 9 April.
You now have a signed instruction to close my STANLIB accounts.
I am not prepared to invest any longer with Stanlib following this kind of erratic behavior, and the time and effort it takes me to correct this.

Hermien