I have recently come under some financial strain and I was informed that I would need to contact the Loan department to see if they can assist in any way. The lady I spoke to was quite helpful, she informed me that they would be able to extend my Loan repayments on my outstanding balances and that it should be done within the week. This was over a month ago.
Since that first call I waited until my loan payments went off the end of the month, I noticed at this time that nothing was changed. Curious (and a bit angry) I called the loan department again, I was informed that the admin department had tried to send me documentation and did not have my email address on record. (Funny thing though is that I receive email statements every month). I supplied them with my email address and was assured that I would receive the documentation shortly. Since then... nothing. I have had to phone twice a week to follow up, and was informed that it was "sent" and that "I need to wait a bit longer". Today I phoned the department and was informed that this service was no longer provided. Great! Had to wait a month to find that out. Absolute nonsense! Nice to find out that your bank is unable to assist
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