jN
joy N
1 reviews | Active since Nov 2014
05 Feb 2016, 15:32
VERY POOR SERVICE
I have been trying to fully disinvest from Stanlib since december 2015. <br> <br> To date I have had to phone through 4-5 times to get my money disinvested. Fill in additoinal forms. Get a debit order reversed, which should not have been deducted in the first place. Spoken to probably more than 5 consultants at the call centre. Some of the consultants were very helpful, the problem is that there appears to be a communciation breakdown as to what needs to happen next. Which means that I have to phone back and reexplain my story to another consultant.... and so the cycle continues. <br> <br> I actually had to disinvest money from another unit trust (which took two days), in order to cover the money I have been waiting on Stanlib for for more than a month. Its really been a struggle and very poor service.
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STANLIB's replyOfficial
05 Feb 2016, 19:24Hello JLN85,
Thank you for bringing your concerns to our attention. I do apologise for the run-around you have had to do to resolve STANLIB's error of not cancelling your debit order in time. The January debit has been reversed successfully. We will examine our quality checks to ensure that this type of investment instruction is not overlooked going forwards.
The residual amount which is due to be released to you early next week is the last December 2015 debit order which unfortunately had clearance hold.
We do admire your patience in allowing us to resolve the matter in full. We will have word with our Contact Centre to improve the case notes so that investors do not have to recount their issues over and over again.
Warm regards
Barbara Egan
on behalf of the STANLIB team
Thank you for bringing your concerns to our attention. I do apologise for the run-around you have had to do to resolve STANLIB's error of not cancelling your debit order in time. The January debit has been reversed successfully. We will examine our quality checks to ensure that this type of investment instruction is not overlooked going forwards.
The residual amount which is due to be released to you early next week is the last December 2015 debit order which unfortunately had clearance hold.
We do admire your patience in allowing us to resolve the matter in full. We will have word with our Contact Centre to improve the case notes so that investors do not have to recount their issues over and over again.
Warm regards
Barbara Egan
on behalf of the STANLIB team
Best regards,
STANLIB's reply05 Feb 2016, 19:24
Official
Hello JLN85,
Thank you for bringing your concerns to our attention. I do apologise for the run-around you have had to do to resolve STANLIB's error of not cancelling your debit order in time. The January debit has been reversed successfully. We will examine our quality checks to ensure that this type of investment instruction is not overlooked going forwards.
The residual amount which is due to be released to you early next week is the last December 2015 debit order which unfortunately had clearance hold.
We do admire your patience in allowing us to resolve the matter in full. We will have word with our Contact Centre to improve the case notes so that investors do not have to recount their issues over and over again.
Warm regards
Barbara Egan
on behalf of the STANLIB team
Thank you for bringing your concerns to our attention. I do apologise for the run-around you have had to do to resolve STANLIB's error of not cancelling your debit order in time. The January debit has been reversed successfully. We will examine our quality checks to ensure that this type of investment instruction is not overlooked going forwards.
The residual amount which is due to be released to you early next week is the last December 2015 debit order which unfortunately had clearance hold.
We do admire your patience in allowing us to resolve the matter in full. We will have word with our Contact Centre to improve the case notes so that investors do not have to recount their issues over and over again.
Warm regards
Barbara Egan
on behalf of the STANLIB team
Best regards,