I wanted to cash out unit trusts, an account I have had for 6 years with STANLIB. My instruction was not actioned. Three attempts at getting a response from the "customer service" call centre over a the course of a week, despite the fact that they promise a 24-hour response time to queries! When I phoned AGAIN I find out that there was a problem with conflicting details on my instruction. When asked why no-one had notified me, I was told that the information had been relayed to my broker. What is concerning is that I don't have a broker handling my unit trusts. The person mentioned is someone whom I have never heard of, never mind met and signed paperwork with to give authority to deal with my account, as is required by law. A further three attempts at sorting this out through the call centre, both by email and phone, has elicited no response. I am fuming, understandably. I want all commissions paid back and a good explanation. It would be really great if STANLIB cared enough to actually respond to serious complaints and allegations by their customers!
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