Standard Bank
Bad service/passing the buck/reneging on contract

In early December 2012, I submitted a claim from the credit protection on my credit card. I was told that I didnt have credit life on my card, but when I refuted it, they asked me to send proof. I sent a copy of the quote and application documents which clearly state that I had credit life on my credit card.
they said that they would have to verify with their own records (i.e. the contract documents which stayed at the bank). I was given a turnaround of 5 days. After 10 days of nothing, I called & was told that the docs were'nt in storage, I would get them at the branch. I went to the branch (carlton centre) and a lady called Esther, told me they didnt have the documents on site- she logged a service request with 5 days turnaround time, but again I heard nothing back for over 2 weeks. Everytime Ive been calling back, I get handed over to a different person (first Gigi, then Faith Voster), and nothing has been done about my claim for close to two months now- when I saw that nothing was getting done, I even called customer complaints, but I've heard nothing back.
I changed my debit order day to accomodate delays, but instead they put 2 debit orders per month on my account. Horrible!!

Company: Standard Bank
Country: South Africa
City: Head office/Branch (carl

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