A deposit made into the Home Loans Bucket Account could not be allocated to my account as it was made without my bond reference number. (21 December 2012)
After dealing with disinterested and unknowledgeable staff I have come to the conclusion that the money would never have been traced and allocated to my account if it was not for Mr Danie Voges (Team Leader).
I spoke and e-mailed him on 16 Jan 2013; the money was traced and allocated to my account on 17 Jan 2013. He was friendly, sympathetic, professional and most importantly, knowledgeable. He responded to my e-mail and called to inform me of the progress made.
In contrast:
7-9 Jan 2013 .Call Centre staff referred me to the following departments
General Banking, Business Banking, Service Control, Credit Control
7 Jan 2013. Spoke to and e-mailed the payment notification to team leader Fezile Maccatoe
To date, 18 January 2013 he has not returned any of my calls or responded to my e-mails.
He refused to speak to me and had a staff member tell me that he forwarded my e-mail to the relevant department and that I should wait.
Thank you Mr Voges!
Estelle Rostoll
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