Standard Bank
Unnaceptable Turn Around Times - Payment Holiday

Business & Finance

I made an application for a 3 month payment holiday on our home loan account on the 15 August 2013. I immediately received an email back stating they would attend to the query and respond within 10 working days. Should i not hear from them, I was to call back.
I was told prior to making the application that the turn around time for such application is 15 working days. After 17 working days, i called the call centre to follow up, and was advised that due to high volumes, they were still processing the application (this was after it took the agent 10 minutes to locate it because it was on another "system"). Now, after numerous phone calls on a weekly basis, i am still no closer to find out the status of our application. I have been told over a week ago that this matter would be escalated but i'm still left in the dark and now becoming desperate.

Please can someone from Std Bank have the decency to call me and advise me on the progress of this application because i actually am becoming highly irritated with the lack of feedback. I bank entirely through Standard Bank and have never had any problems, but lately i'm not impressed with their service levels.


Company: Standard Bank
Country: South Africa
City: Credit Account Underwriting
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