Active since Aug 2018
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58 reviews4 months ago
Dismal Standard Bank client service negatively impacting loyal customers
After ample notice several months prior to my overseas travel, I was counting on activating my private banking benefit to expedite an off-s**** card for centralising trip expenditure and thus gaining access to international lounges. I am utterly appalled at Standard Bank's failure to offer me the benefit in time after going through several private bankers from two different branches. Being told that it is too late for the card to be processed (being no fault of mine) is totally unfair and unacceptable. This is indeed highly disappointing, more especially since I have made you and the previous private bankers aware of the trip and my need for prudent financial advice way in advance. Considering the currency exchange waiver benefit that I will be missing out on (as well as the lounge access), this will unfairly prejudice me (and cause me to incur additional cost that could have otherwise been avoided). I would like to escalate the matter further please so that Standard Bank comes to the party to assist with considering perhaps offering me the Signature banking offer (in lieu of my benefit being unfairly compromised). I have already passed two out of the three requirements for this banking benefit and was also not aware of the expenditure being strictly on your credit card (as opposed to your debit card). Can't Standard Bank consider the inconvenience and unfair disadvantage to the client and at least offer a travel wallet as I was used to using on previous trips. I am utterly applet at how Standard Bank is quick to follow the letter with policy stipulations and procedures (when it benefits the bank) but fails to extend grace to loyal customers (even when the fault is clearly on their side).
159 replies
5 months ago
COMPLAINT: Incorrect Advice From Financial Advisor
Please note that this constitutes my formal lodging of a complaint against yourselves. I wish to place on record that should you not resolve this complaint to my satisfaction, that I will lodge a complaint with the Ombudsman. Further to the above, please be advised as follows: • On the 2 November 2018, you may refer to your records in this regard, one of your employees, Mr Zander Du Bruyn, advised me regarding the transfer of my government pension fund into a Discovery Pension Preserver Fund. • The amount of the said government pension that I received was approximately R2,632,908,63. • I notified Mr Du Bruyn that I needed to use some of the aforementioned amount to settle debts that I was owing to creditors. • In accordance with Mr Du Bruyn’s direction, I transferred the full amount of the aforementioned government pension fund , in the amount of R2,632,908,63 to the Discovery Pension Preserver Fund. • Then, again, in accordance with Mr Du Bruyn’s direction, I then subsequently deducted an amount of R600, 000,00 from the Discovery Pension Preserver Fund, in order to settle my debts. • The problem only came to my notice when I required further funds this year for personal purposes. • I approached Discovery and requested to draw some funds from the Discovery Pension Preserver Fund. • I was then informed by two other Discovery employees who have been my financial advisors (Mr Garreth van Moorst and Mr Jordan Juistien that I am only allowed to make one withdrawal from the said fund and that since I had previously made the aforementioned withdrawal from the fund in the amount of R600, 000,00 that I now am no longer able to make any further withdrawals). • In conclusion the basis of my complaint is as follows: ~ Mr Du Bruyn did not inform me that I could only make one withdrawal from the Pension Fund. ~ Had he informed me of this fact, I would have first settled my aforementioned previous debt in the amount of R600, 000,00 and then only subsequently transferred the amount of R2,276,957,69 into the Discovery Pension Preserver Fund. ~ Had I proceeded in the aforementioned manner, I would now have been able to make the required only one withdrawal from the Pension Fund, in order to give me some cash flow for my future personal needs. • It also concerns me that I have heard from some of your employees that Mr Du Bruyn would have received commission in accordance with the amount of money that I transferred into the Discovery Pension Preserver Fund, i.e. it would have been in his interest to ensure that I deposited a larger amount into the said fund. • Given that the aforementioned pension fund transfer and withdrawal was essentially a I am of the view that I was given incorrect financial advice by Mr Du Bruyn and that I am now being financially prejudiced as a direct result of same. • Since Mr Du Bruyn was acting in the course and scope of his employment with Discovery, legally speaking, Discovery is accordingly vicariously liable for his said incorrect actions. In light of the aforementioned, I hereby request that Discovery should afford me the opportunity to make one further withdrawal from my pension fund. This will ensure that I am not prejudiced by Mr Du Bruyn’s said incorrect and misleading advice. Your urgent response to the aforementioned is awaited. I reiterate that should this matter not be resolved to my satisfaction, that I will have no other option than to inter alia refer this matter to the Ombudsman. Yours faithfully S Pillay #BlackFriday
106 replies
5 months ago
Dismal, appalling customer service from Airlink
I was utterly appalled by the disappointing and essentially non-existent customer care from the Airlink management and staff at the Bloemfontein (Bram Fischer International Airport). As a loyal customer who has booked all our work trips with Airlink as our preferred airline of choice, this manner of disregard and non-chalant behaviour leaves a bad taste. In short, a staff member and myself took a flight from OR Tambo to Bloemfontein on an airlink morning flight this past Friday (14 November) for a teacher graduation ceremony, scheduled at 18h00 that same evening. We were shocked to hear that the 2 pieces of luggage we checked in did not accompany us on the flight (although several others did manage to get their luggage). After reporting this at the Airlink luggage/ticket counter and explaining that the graduation gowns and certificates were delayed, we were rudely informed that it is not Airlink's problem but ACSA in OR Tambo International. Despite us explaining the predicament and kindly requesting some assistance with us possibly moving our return flight (15th November) to accommodate the luggage mix-up, we were rudely dismissed. Irrespective of whoever is to blame for the mix-up with the luggage, this type of staff (yet alone management behaviour is totally unacceptable). After trying to appeal to a manager on duty (Kgotso), who was very unhelpful and somewhat condescending, we proceeded to wait four hours later for the luggage to arrive on the next flight to Bloemfontein Airport. To add insult to injury the staff who were supposed to assist with retrieving our luggage took a further 45/50 minutes to get our luggage from the baggage counter (which resulted in a dismal graduation ceremony delay and inconvenience to sixteen graduates). No help provided from Airlink staff to help with a flight change or to show customer care of any sort.
0 replies
5 months ago
Highly frustrated Discovery Vitality client
Further to my previous Apple watch synching issue (logged complaint below), I am now back to square one again. After several calls and a 30-minute chat with a Vitality agent earlier today, who tried to assist me to manually sync my Apple watch to the Discovery /Health app on my iPhone, I am forced to go this same route of providing pics to prove my workouts, durations, heart rate etc... This is by no means a painless exercise as the mails often come back unreturned due to it being too large, the back and forth between pics from your health app versus the fitness device queries etc. ... further exacerbate the customer/client's level of frustration. (not to mention the time and energy wasted on multiple call logs and evidence sharing and delayed waiting period for the point allocation). It is highly frustrating and totally unacceptable for this continuous synching issue to keep persisting and the burden of proof being placed squarely on the client/ loyal vitality customers. So much so that you become au faire with the vitality agents or escalation personnel on a first name basis (e.g. Monique, Ruwayda Davids etc. ...) After sending through proof of my work outs for the 5th of November and the 13th of November for my usual 300 points which should have been allocated to me (instead of the gym visit - 100 points which is currently reflecting). Kindly prioritize this workout point allocation, so I can efficiently continue with my weekly workout routine to ensure my weekly Vitality goal attainment. This recurring issue of the vitality app keeping up with the Apple /IOS updates and syncing with the Apple watch is becoming a real frustration which causes clients like me to expend unnecessary time and energy (to get the legitimate point allocation on my profile). NB. It is highly inconvenient for me to be taking multiple pics of each and every workout that I do (unaware of when the Apple Watch/Discovery app will successfully synch or not). #BlackFriday
0 replies
5 months ago
Unfair, disappointing service from Standard Bank
Disappointing service : Standard Bank Private Banking Division As a Standard Bank private banking client, I am totally frustrated by Standard Bank's apathy and disregard of customers complaints. It's been over two weeks since I requested a confirmation letter of my VAF settlement account, and yet I have still not received the requested document and closure of this long-standing issue. Even after I had no choice but to follow-up with a Hello Peter complaint a week or two ago, I have not received any resolution to my complaint to date. Ironically, Standard Bank was quick to react and respond to the VAF instalment due last month but is now dragging their tail to respond with closure to customer's request for confirmation thereof. This double standard is highly unacceptable and is unfair on Standard Bank customers who are essentially getting a raw deal. (Previous Hello Peter Complaint) It is highly frustrating and disappointing as a Standard Bank private banking client that on request for a purchase invoice document from Standard Bank , that I had such a run around. What exacerbates the frustration is that this should be a readily available document on record, however you are transferred from one department to the other with no resolution of the customer request. It is terribly unfair that a loyal client is negatively impacted on and frustrated by long turn-around times. Despite being a private banking client, the pain-staking processes one has to go through below is highly unacceptable and unfair: • one has to call the Vehicle Asset Finance (VAF) department and there too, one is told that the customer support agent cannot help (as she doesn’t have access) • then being directed to a Std Bank customer care call-in line (which doesn’t work as it doesn’t accept your reference number) • after escalating this back to one’s private banker, you are told to then wait for a 2/3-day turn-around for the document thereafter. This long, unnecessary delays are total unacceptable and disappointing for a Standard Banking private client, and I shudder to think of what a regular Standard Bank client has to go through. #Black Friday
106 replies
5 months ago
Incorrectly listed on Experian by Standard Bank
• I used to previously bank with Standard Bank. • I had a Revolving Credit Plan with Standard Bank. • In approximately 2022, I settled the said Revolving Credit Plan in full and stopped being a Standard Bank client. • I now bank with Nedbank and app**** to take a further loan in respect of my Home Loan account with Nedbank. • I was not happy with the interest rate that Nedbank offered me in respect of the aforementioned further loan that I wish to take with Nedbank. • I queried the said interest rate with Nedbank. • They advised me that them offering me the said interest rate was because I was listed on Experian by Standard Bank in respect of the Revolving Credit Plan (which as stated previously, I had paid in full in 2022). • I manage my finances very well and have never had an overdue debt or ever been listed on any Credit Bureau by any other creditor previously. • I have been severely prejudiced by Standard Bank’s said unfair and totally unacceptable action of listing me on Experian for a debt that I paid in full in 2022. • I brought the aforementioned facts to Standard Bank’s attention some weeks ago and despite my request, Standard Bank has to date, not removed from name from Experian or come back to me in respect of my complaint. • I demand that Standard Bank urgently provide me with written confirmation that my name has been removed from Experian. • I also demand that Standard Bank must provide me with written confirmation that they have advised Experian of their said error and that my credit rating on Experian and all other Credit Bureaus should not be prejudiced in any way as a result of their said incorrect and false action. Deborah Pillay (Cell: 0827093197) #BlackFriday
53 replies
5 months ago
Disappointing Customer Service (Standard Bank VAF division)
#BlackFriday As a loyal and long-standing Standard Bank client, I was utterly disappointed by the manner in which my Vehicle Asset Finance (VAF) account was handled by the bank. Until the instating of a current helpful private banker, (after me requesting a change of branch), the VAF account management had never been explained to me before. As a result, in navigating through the settlement process, the process impacted negatively on me (despite me maintaining a clean and healthy credit score /record on my profile). Despite several attempts to get assistance, the process was delayed and the banking system incorrectly reflecting an arrears (outstanding settlement or instalment) Fortuitously, this was picked up by some external parties in other dealings I have with associate banks and investment companies (such as African Bank, Sanlam etc. ... as a bad indication of my debt management on my accounts). I find it totally unacceptable and unfair to have a good standing customer compromised & one's financial status *****ed as a result of technical system glitches by Standard Bank. (namely the VAF settlement amount reflecting as due prematurely on my account when it was only due on the 31st October) It would be helpful to me to have a written statement/ response from your VAF division stating that this was a technical error ( and that my account was not in arrears of any sorts ). I will thereafter make contact with the parties concerned and vindicate my financial status (which has caused me an unnecessary level of distress). I request an acknowledgement of receipt of this communique / mail and await the written confirmation of the Standard Bank technical error, which has grossly inconvenienced me. #BlackFriday
71 replies
6 months ago
Disappointing customer service
As a loyal Sanlam client of over 25 years, I am highly frustrated with the dismally poor service from Sanlam in my recent loan application process. After explaining that I have interest in taking up the Sanlam loan application available to me (which I was informed off by SMS). After taking time off from work to go through to the Sanlam offices in person and liaise with the relevant personnel, I proceeded to go through the application process. After some time later, I was transferred to the credit assessment department via telecom and spoke to a lady called Hakina (during which the call cut). There was no call back thereafter, even after I waited for quite a while for a courtesy follow-up call. After none was forthcoming, I proceeded to callback on the Sanlam customer client line and got reconnected to another customer liaison officer (Xolani) from the credit assessment department. Despite explaining the fact that I have a balloon payment left as part of my Vehicle Asset Finance settlement in full and final settlement of my vehicle finance department, both the Sanlam customer liaison officers failed to understand that my vehicle balloon payment is not a monthly instalment. They proceeded to calculate the monthly costs at R299 K per month, which I continued to explain was not a regular monthly payment /installment. They then proceeded to decline my application based on the addition of R280K which I explained was in the process of being settled by the end of this month. To add to my frustration, I was told that they cannot even connect me to a Sanlam manager who could hear and address my concerns. I find the service so appalling that I am even considering discontinuing my Sanlam policy and Sanlam Reality Club services given the appalling customer service I received from Sanlam.
265 replies
6 months ago
Disappointing service : Standard Bank Private Banking Division
Disappointing service: Standard Bank Private Banking Division It is highly frustrating and disappointing as a Standard Bank private banking client that on request for a purchase invoice document from Standard Bank, that I had such a run around. What exacerbates the frustration is that this should be a readily available document on record, however you are transferred from one department to the other with no resolution of the customer request. It is terribly unfair that a loyal client is negatively impacted on and frustrated by long turn-around times. Despite being a private banking client, the pain-staking processes one has to go through below is highly unacceptable and unfair: • one has to call the Vehicle Asset Finance (VAF) department and there too, one is told that the customer support agent cannot help (as she doesn’t have access) • then being directed to a Std Bank customer care call-in line (which doesn’t work as it doesn’t accept your reference number) • after escalating this back to one’s private banker, you are told to then wait for a 2/3-day turn-around for the document thereafter. This long, unnecessary delays are total unacceptable and disappointing for a Standard Banking private client, and I shudder to think of what a regular Standard Bank client has to go through.
159 replies
7 months ago
Highly dissatisfied and disillusioned Discovery Insure client (Appalling Discovery Insure claim handling processes
I wish to place on record my dis-satisfaction with the Discovery Insure processes of handling my current cell phone repair claim (reference number: 3843730). - In the interest of having a professional device assessment and repair quote expedited from a registered Samsung repair centre, I went through to the nearest Samsung approved Repair centre and obtained same. - Upon forwarding the quote through to the assigned claim consultant (Melissa Tedeschi), I was informed that another quote must be obtained from a Discovery Insure designated assessment centre (which happened to be a Cellucity store in the Mall of Africa) just opposite to the approved Samsung Repair centre. - Thereafter, I was informed that the claim has been approved, but for a lower amount and on requesting a breakdown of the Cellucity quote discovered that key components (such as the required battery replacements) were omitted. - I then re-visited the Samsung Repair centre who provided me with the initial quote and enquired about the disparity in the repair quotes (and an explanation thereof). Since I prefer to have the device properly repaired by the Samsung repair centre itself and the repair amount (offered by Discovery Insure) had a significant shortfall. - The feedback provided was really concerning that the proposed repair quote was not regarded as a prudent repair process and that such a repair would result in recurring screen related issues in the near future. However, to my disappointment, even after the Samsung repair centre feedback, the Discovery Insure agent's stance is that the batteries will not be covered, even though it is part of the Samsung repair process that this be changed). It was clearly pointed out by manufacturer themselves (i.e. Samsung) that failure to do so, will result in further damage to the screen being repaired as well as to other parts of the mobile device. DISCOVERY INSURE RESPONSE: Please note that the settlement amount has been adjusted to exclude the replacement cost of the batteries considering the batteries have not been damaged in the incident. Batteries are considered wear-and-tear components, and their performance naturally degrades over time. Swelling can occur due to various factors including but not limited to age, charging cycles, or the use of ******rtified charging accessories. The batteries in the device are not affected and remain within normal operating parameters. My dis-satisfaction is based on Discovery Insure's blatant disregard of the following advice that I have received from Samsung in this regard (SAMSUNG FEEDBACK: manufacturers assessment and repair guideline)): Please note that as per Samsung rules, both batteries of the device need to be replaced when replacing the main screen of the foldable device. That's the reason why we have both batteries on our quotation. Not changing batteries will result in old ones to start swelling and might even cause the damage to other parts of the device. It is disappointing to note that Discovery Insure will allow an inferior /sub-standard repair job (which omits core component replacement) to be approved which negatively impacts on me, as the client. More especially since such a repair will only result in further repair charges in a short while.
106 replies
Review Distribution
5 Star
0 (0%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
2 (3.4482758620689653%)
1 Star
56 (96.55172413793103%)