On the morning of 11/09/2013, at 8:41 in the morning, I sent through a request to Standard bank to suspend my homeloan payments for 6 months, as I am going on maternity leave. That same morning, at 8:42, I received an automatic response confirming the receipt of my request. The e-mail clearly states: "We will reply to your e-mail within the next 48 hours (excluding weekends and public holidays)." There are 2 emails for escalation after 48 hrs, both of which did not respond to me when emailed. Today is day 10. According to Standard Bank's call center, the automated response is incorrect. It takes 15 days to process a request, which is not stated anywhere in their automated response, I must be happy to with that. On top of that, according to the consultant I just spoke to, they only started processing my request on the 13th. Again, I must just be happy with that arrangement. I requested the payments to be suspended from the 1st of October, which obviously is not going to happen! I have been a customer with them for years, and recommend them to friends and colleagues on a regular basis, but surely not after this?
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