Standard Bank
Blatant apathy to customer wanting to leave bank

I call Standard Bank customer care to enquire about the balance on my home loan & costs involved with canceling & switching to another Bank for a better interest rate.

The consultant I speak to doesn't ask why I would like to leave, or if I've chatted to anyone about why I'm unhappy to see if they might be able to rectify my grievances (no attempt to provide customer service). He is then unable to give an estimate of the costs involved in cancelling a home loan. I ask for a supervisor. The supervisor, who is now aware that I'm enquiring about the cost of cancelling a home loan & leaving the bank, doesn't ask why/how this might be prevented but I decided to tell her that I plan on leaving because of the terrible interest rate initially furnished with my home loan.

After telling her this, there is no attempt from her to engage in a discussion to try to retain me as a customer. I think this is strange. So I tell her I think it's strange, that a supervisor wouldn't attempt to discuss potentially retaining a customer. Silence. I ask if there is a way for rates to be reviewed. Silence... "You must submit a request".

Why is your apathy for looking after lifelong customers, so blatant?

Company: Standard Bank
Country: South Africa
City: Northcliff

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