Standard Bank
Communication gap causing customer frustration

Home loan application documents were submitted on the 13/09/2013 as prescribed by the bank as a copy of ID, 3months bank statements, latest pay-slip, proof of residence, sales agreement for the property and proof of other income.

On the 17/09/2013, 6 months pay-slips, bank statements and fuel claims were requested and submitted. On the 20/09/2013 head office requested the same documents that were submitted on the 13/09/2013. It was communicated to the official to talk to the branch because they have all the supporting document and it was fax through to head office.

Today on the 23/092013 head office phoned again asking 3 months bank statements and some of the document that were submitted to the branch although it was verbally confirmed on the 20th that the documents were faxed in three separate faxes due to the volume of documents.

The same application was submitted at all other major banks on the same date and constant feedback from all the banks are received as well as approval from some of the major bank but standard bank does not even have the documents in order to send to their credit department to evaluate affordability.

Company: Standard Bank
Country: South Africa
City: Bela bela

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