CMvdH
Christiaan Mauritz van den Heever
1 reviews | Active since Jan 2013
09 Jul 2015, 15:29
When 24 hours equals one month
Wife received form to complete to update contact details. Duly completed, signed and copy emailed to supp**** email address on 9-06-2015. Received automated response reference ***9 stating \We will attend to your query within 24 hours. ". <br> Today (9-07-2015) received a response stating \""Kindly provide us with more information regarding your query as we are unable to view the enclosed attachement.\"" (Their spelling not ours).<br> Original email had no attachment but contained an image of the completed form - exactly what a fax would look like.<br> Firstly a response time of one month is unacceptable.<br> Phoned the call centre and explained the problem it seemed as though they were unable to access their own reference number.<br> After explaining the issue a couple of times the operator was not capable of comprehending what the issue was.<br> Requested to speak to a supervisor"
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STANLIB's replyOfficial
02 May 2023, 21:58Hello Mellivora,
We owe you an apology that you had to go to the trouble of publishing on Hellopeter to gain our immediate attention.
We do agree with you that the response time for static information changes was unacceptably long. We do understand that high volumes have to be managed better and we have now dedicated further staff members to these queues.
As explained in our correspondence with you on Friday, embedded pictures in the body of an e-mail can cause problems. Often the \show picture\" right click does not release the image and we are then none the wiser as to what the content is. It is best to attach images as a PDF or embed them into word document and attach this to your e-mail.
We owe you an apology that you had to go to the trouble of publishing on Hellopeter to gain our immediate attention.
We do agree with you that the response time for static information changes was unacceptably long. We do understand that high volumes have to be managed better and we have now dedicated further staff members to these queues.
As explained in our correspondence with you on Friday, embedded pictures in the body of an e-mail can cause problems. Often the \show picture\" right click does not release the image and we are then none the wiser as to what the content is. It is best to attach images as a PDF or embed them into word document and attach this to your e-mail.
Best regards,
STANLIB's reply02 May 2023, 21:58
Official
Hello Mellivora,
We owe you an apology that you had to go to the trouble of publishing on Hellopeter to gain our immediate attention.
We do agree with you that the response time for static information changes was unacceptably long. We do understand that high volumes have to be managed better and we have now dedicated further staff members to these queues.
As explained in our correspondence with you on Friday, embedded pictures in the body of an e-mail can cause problems. Often the \show picture\" right click does not release the image and we are then none the wiser as to what the content is. It is best to attach images as a PDF or embed them into word document and attach this to your e-mail.
We owe you an apology that you had to go to the trouble of publishing on Hellopeter to gain our immediate attention.
We do agree with you that the response time for static information changes was unacceptably long. We do understand that high volumes have to be managed better and we have now dedicated further staff members to these queues.
As explained in our correspondence with you on Friday, embedded pictures in the body of an e-mail can cause problems. Often the \show picture\" right click does not release the image and we are then none the wiser as to what the content is. It is best to attach images as a PDF or embed them into word document and attach this to your e-mail.
Best regards,