1 reviews | Active since Aug 2015
unbelievably bad customer service
<p>To achieve a simple deposit or withdrawal at Stanlib can take weeks to achieve. Last year they rejected my wife’s signature for no good reason. Then they insisted on contacting her on her cell phone in order to verify the withdrawal. This is just to make a withdrawal into an account that is also in my wife’s name and which they have had on record since inception. After massive delays, they processed our withdrawal twice, leading to lost interest. Now we are trying to have it resolved, and we’ve waited a further week just for a response to our last email. There are constant delays at every turn, and the customer service can only be described as shocking. If I try to follow up on my wife’s behalf all I get is a reply to say that they cannot assist since my email address is not on record. And then we hear nothing further, no emails to my wife, just nothing. They simply do not deserve us or anyone else as customers.</p>
Hello Swelsh,
We appreciate your bringing this issue to our immediate attention.
Ingrid has been in contact with you this afternoon and explained that the correction, to ensure that your wife's investment was not prejudiced at all by the error, has been escalated and we will be able to provide more detailed feedback on Monday morning.
STANLIB treats issues such as this in a serious light. Our management will review all details of the incident and will ensure that steps are taken to prevent any similar incident going forwards.
Kind regards,
Barbara Egan, on behalf of the STANLIB team.
Hello Swelsh,
We appreciate your bringing this issue to our immediate attention.
Ingrid has been in contact with you this afternoon and explained that the correction, to ensure that your wife's investment was not prejudiced at all by the error, has been escalated and we will be able to provide more detailed feedback on Monday morning.
STANLIB treats issues such as this in a serious light. Our management will review all details of the incident and will ensure that steps are taken to prevent any similar incident going forwards.
Kind regards,
Barbara Egan, on behalf of the STANLIB team.
Hi Barabara
Thank you for your response, but unfortunately we continue to wait for you to complete this correction. It has now been 4 weeks since we brought this error to your attention. No-one is able to give us a date by which it will be resolved. It is simply indefinite, and completely unacceptable to continue on and on like this. I am tired now of dealing with your company. I would email you privately if I could, but this is not possible since we do not get a reply?
Regards
Simon Welsh
Hi Barabara
Thank you for your response, but unfortunately we continue to wait for you to complete this correction. It has now been 4 weeks since we brought this error to your attention. No-one is able to give us a date by which it will be resolved. It is simply indefinite, and completely unacceptable to continue on and on like this. I am tired now of dealing with your company. I would email you privately if I could, but this is not possible since we do not get a reply?
Regards
Simon Welsh
Hi Barbara
Please let me know if you can assist Ingrid in concluding this. She is constantly meeting with her manager in order to obtain an answer, and we continue to wait. It appears that the interest paid to us was calculated at a rate of about 1.5%, which means that Stanlib’s error has significantly prejudiced our investment. This does not tie in with what you undertook in your previous message.
I am happy for you to email me directly if you prefer - Ingrid has my email address, but I do not have anyone else's email address. These seem to be hidden from your customers.
Thanks
Hi Barbara
Please let me know if you can assist Ingrid in concluding this. She is constantly meeting with her manager in order to obtain an answer, and we continue to wait. It appears that the interest paid to us was calculated at a rate of about 1.5%, which means that Stanlib’s error has significantly prejudiced our investment. This does not tie in with what you undertook in your previous message.
I am happy for you to email me directly if you prefer - Ingrid has my email address, but I do not have anyone else's email address. These seem to be hidden from your customers.
Thanks