I applied for a Consolidated Loan via Customer Assist; the feedback that I got was that it takes 15 business days for a Manager to contact you and assist you with the loan process. Well today it's 33 business days.
I phoned on numerous occasions to enquire on the progress of the application and specifically on the 01/08 the Call-Center agent confirmed that the application was allocated to a manager on the 24/07 already.
Today I again phone to follow up (14 business days after the app has been allocated to the manager), then to hear that they are a month behind with applications and the manager has started on the 05/08.
I do understand that things can go wrong but what is the meaning of having an SLA of 15 business days; breaking your SLA with 5 business days are still acceptable but breaching it with 18 business days is ridiculous. What happened to keeping your client informed, even an automated email would've been sufficient.
I'm a very loyal Standard bank client; I have my bond, Credit card, overdraft etc. with the bank and currently I'm very disappointed with the bad service and not very happy client...
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