My daughter applied for a student loan via the website, which was a painless exercise. Since then it's become a painful exercise. She contacted the bank via the call centre on the 11.2.2013 and after two attempts by Karin to put her through, she promised that someone will call her. In the afternoon she called again and was transferred to the branch to confirm whether her paper work had arrived. Before even acknowledging who she is, the staff member asked "is this XXXX", my daughter then said yes and with an attitude she responded "I've just received your paper work." My daughter then enquired as to what supporting documents is required for signing on the 12th Feb. Once again with attitude, she stated what all had to be brought along. Due to us waiting for a response from the bank, the registration form/letter was unavailable. Today, she was attended to by Pumeza, service consultant who was extremely unhelpful and had an attitude. She could not answer questions relating to the Student Loan product. My question to management is what happened to the staff "Living the customer engagement principles". Her previously student loan elsewhere was handed in a more professional manner!
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