Standard Bank
Not accepting responsibility for their mistake

When I bought my house on 18/10/2011, I signed the approved document from SB, which stated that insurance for my house would be covered, for an additional amount of R308.26. This amount was included in the monthly debit order, which I have paid every month so far (R8014.76 and counting).
So when my geyser burst on 13/01/2014, and I contacted SB to put in a claim, I was informed that they can't find my profile and that it doesn't exist. (this after having to wait 3 hours on hold before someone managed to finally put me through to the correct department)
So someone at finance told me that I should send a mail to [Email Removed] which I did, including all necessary documents, but has had no response other than an automated reply.
So, after I had to repair the geyser on my personal capacity, I still have to paint the ceiling, which also could have been prevented, had I receive faster response.
As this was a mistake on their side, and not mine, I demand they pay out the money they subtracted every month from my account (R8014.26), or they pay for the repairs of the geyser and the paint, as I contractually was covered by SB at the time.

Company: Standard Bank
Country: South Africa
City: House Insurance

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