We are first time home buyers and because I bank at Standardbank for 10 years I decided to take a home loan through them. They offer a service they call "Jumpstart offering for first time buyers gives you the option of including some of your upfront costs in the home loan amount." The bond agent incorrectly only applied for only the home loan amount and we contacted the call center to correct this we wanted the Jumpstart as well. They first told us to re-apply for the home loan. Thanks goodness we phoned again because this can be corrected through the banks appointed lawyers, which we arranged. We didn't get feedback so we phoned again where we were told that we should have applied for the loan ourselves and this is our fault. Then we were told only people who apply for R1000000 home loans and less can apply for this - this is stated nowhere on their web page anywhere. Why put us through all this trouble if we were not able to apply for this? And where do you tell customers that they should apply for home loans in person otherwise you do not get great service. Worst of all is the knowledge of the call center agents on home loans.
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