I applied for a student loan on behalf of my sister where I am the surety and received confirmation that it was approved on the 08 Feb 2013.I went to Braamfontein branch early today and they told me that the person dealing with the student loans is not in today and they only work with appointments. When i finally sat down with a consultant i was told that my profile is frozen! No one phoned or informed me to update my address details. He said that they can only make me sign the forms once my details are updated and even if i do it today (Saturday) the system will only update tommorrow and the bank will be closed. I am not happy with the response i received and feel that it was just a ploy because no one could deal with student loans since the person (Genevieve) who deals with it was not in. When i left there i was not told if the forms are there to be signed, whether the query will be escalated to the relevant person. I'm raising this complaint because as a customer we dont care about business procedure and systems, -surely if my address details were updated the system should have unfrozen my profile immediately. I never received good customer service.
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