Utterly disappointing
<p>Allow me to vent about your service (or lack thereof).</p> <p>I opened an investment portfolio with Stanlib, through a financial advisor. This was in February, and I asked for the debit order to go through on the 25th of that month. It did not. We were told that I had to fill in the form again and re-submit. I waited for the debit order to go through in March, NOTHING. After much back and forth, I was assured it would go through in April. Surprise, surprise - DOLOLO debit order! Imagine my frustration. After much back and forth, it went through a whole 2 weeks later (on the 10th of May). I double checked and was reassured that it would go through on the 25th as it's supposed to, but again ZILCH! I soon got tired of this, and asked for a re-purchase, which I was told would take 3 to 4 working days. A week later, guess what? ZERO money paid into my bank account. I have now been told to wait 45 days. This is a joke!!</p> <p>Question: Do you actually value your customers? (10 marks)</p> <p>Here I am, trying to secure my future financially, saving little by little, and then: disappointing service.</p>
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STANLIB's replyOfficial
21 Jun 2016, 17:06Dear Benita-bobo,
Thank you for bringing your concerns to our immediate attention. As explained in my personal e-mail to you, we do deserve your criticism in the instance of the late start to your debit order request. We will take this to heart and most certainly examine how we can avoid causing an investor such frustrations going forwards.
The clearing period of the debit order for repurchase is unfortunately a standard requirement. As explained this will expire on 24 June 2016 and your funds will then be paid back to your bank account.
It is disappointing that we did not pay more attention to communicating directly with you to keep you in the loop of what was causing the delays and why the debit order schedule was adjusted. We would welcome your giving us another opportunity in the near future to partner you in building your wealth.
Warm regards
Barbara Egan, on behalf of the STANLIB team.
Best regards,
STANLIB's reply21 Jun 2016, 17:06
Official
Dear Benita-bobo,
Thank you for bringing your concerns to our immediate attention. As explained in my personal e-mail to you, we do deserve your criticism in the instance of the late start to your debit order request. We will take this to heart and most certainly examine how we can avoid causing an investor such frustrations going forwards.
The clearing period of the debit order for repurchase is unfortunately a standard requirement. As explained this will expire on 24 June 2016 and your funds will then be paid back to your bank account.
It is disappointing that we did not pay more attention to communicating directly with you to keep you in the loop of what was causing the delays and why the debit order schedule was adjusted. We would welcome your giving us another opportunity in the near future to partner you in building your wealth.
Warm regards
Barbara Egan, on behalf of the STANLIB team.
Best regards,