On 28/10/2013, I received a text message from Standard Bank advising that my home loan account was in arrear and that I should effect payment to avoid legal action. I immediately contacted the home loans call centre advising that this message was incorrect. I was advised that the message was sent in error.
This morning I received another text, only this time, the text was a voice recording advising that my account was "serious..." (the message was relatively inaudible) and demanded that I effect payment.
I contacted the call centre again and was advised that my account was not in arrear and that the message was sent in error. I then contacted the complaints department and explained the incidents above and the team leader advised that there was nothing that she could do and that I would have to speak to customer services as she has no control over the automated text messages. I advised that I had been gravely inconvenienced and as a client of the Bank, it should not be my job to ensure that this error was resolved. I advised that the very precept of a complaints department is that it should be the last port of call. This is unacceptable service and I intend switching my bond!
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