M
Matsarane T
Active since Dec 2024
3
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3 reviews10 months ago
Disappointing service received from Lenah Ncube, her line manager and her colleagues from the home loans department!!
On May 29th 2025, I did an online application to try and move my mortgage from FNB to Standard Bank. To follow up, I called in and was allocated Lena Ncube to assist with my application. She took me through their pre-requisites; - Earn within a specific salary bracket and or be a degree holder. Tick. - Have a good credit record and healthy score. Again, Tick. - Successfully pass their affordability assessment. Tick, with excess funds avail. - Be willing to migrate all my banking over to them to qualify for a prime minus rate. Tick I then sent her all the required information on the same day (May 29 2025) at 4:33pm, and she sent an email back at 5:21pm on the same day confirming receipt. Lenah called me on May 30th 2025 at 08:40 to feedback that all documentation was received, vetted and that I meet all the qualifying criteria to apply for the home loan refinance and an account with a dedicated private banker (her, Lenah Ncube). I called her(Lenah) on June 2nd 2025 at 14:37 to follow up on the status of my application, and when I should expect for the migration of my account to take place. She advised that the application was still in progress, and that she would keep me posted. From this day, I never heard from her again. I sent her(Lenah) an email on June 10th at 08:38am following up on the status of my application, and when we will be moving my accounts over. No feedback was received on mail. On June 11th 2025 at 12:16, I called her without an answer. I tried calling again at 12:17, again without an answer. I tried calling her (Lenah) again on June 17th 2025 at 11:07 without an answer, and so I called the call center to ask her to phone me back. She sent me an email on June 17th 2025 at 12:42 advising 'Application was submitted and verified however it declined due: Customer does not meet all the required conditions for the products'. I responded to her email querying how was it that I all of a sudden didn't 'meet all the required conditions' when herself and I went over the qualifying criteria over the telephone, and again on mail when she confirmed and vetted the information I provided to her. She advised that a representative from their home loans dept would be calling to take me through the reason my application wasn't successful. On June 18th 2025, I received a call from a lady (Mariska/Marisha) who said that she was from the home loans department. She said to me the reason why my application wasn't successful, was because I wasn't a Standard Bank customer at the point of my application, so they wouldn't have a record of my relationship with credit, etc. I argued to her that the records sit with the bureau, and asked her to confirm if all clients who've refinanced and moved their accounts to were all pre-existing customers of Standard Bank's.. she used the POPI Act to try and evade my question. I then said to her, I am not expecting her to disclose the customer information, but to say yes or no, whether all the clients they moved were pre-existing Standard Bank customers, and again, she evaded my question. I told her that I reject the reason for the rejection of my application, and that I feel discriminated against because all checks were done against the qualifying criteria, what would've since changed? I sent an email to Lenah on June 18th at 4:45pm thanking her for ensuring that someone from the home loans dept called me, also to give feedback that I reject the reason for the rejection of my application because I meet all the prerequisites. She then emailed me back on June 19th at 12:18 advising that the matter was referred to her manager who will be in touch with me. Today is July 1st 2025 (12 days later) and no one has since made contact with me since then! Utterly DISSPOINTING!!!!!!
56 replies
13 months ago
A painful process made painless!
A painful process made painless! I had to sell my Renault Triber which had a shortfall of a couple of K’s, thus being very painful but Musa made it as painless as possible. He was professional at all times, stuck to time-lines and ensured that he was always pro-active in his comms (I never had to follow up with him on anything, even once). Thank you for the stellar service, Musa! You’ll be the first to know should I find myself needing a vehicle, or in the event that I sell my current one. 🙏🏿
0 replies
16 months ago
Awesome and consiste...
Awesome and consistent service received from Refilwe.. Thank you, thank you, thank you ☺️
56 replies
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