RM
ricardo M
Active since Aug 2013
25
Reviews
0
Industries
Reviews
25 reviews3 months ago
Faulty Booking.com discount link and request for credit adjustment
To the Standard Bank Travel Team, I am writing to report a technical issue with the travel benefits on your website and to request assistance with a booking I had to finalise this morning. I qualify for the Standard Bank Travel benefits and attempted to book accommodation via Booking.com yesterday using my annual discount. Unfortunately, the redemption link provided on your site (https://www.booking.com/mastercardmea) is not loading. I tried accessing it on three different devices to be sure, but it failed on all of them. I initially contacted Standard Bank Travel and was advised to contact Booking.com directly. However, I also called the Standard Bank call centre for urgent assistance because I needed to secure my accommodation immediately. The consultant I spoke with tried the link herself and confirmed it wasn't loading on her end either, which points to a faulty link on the Standard Bank website rather than a user error. Because I couldn't risk losing the room availability, I had to proceed with the booking at full price. Could you please assist in crediting my account with the 10% discount I was entitled to? Since your own consultant verified the link is broken, I shouldn't be penalized for a technical glitch. I also have another booking to make for mid-February, so I would appreciate it if the link could be investigated and fixed as soon as possible. Looking forward to your support.
165 replies
3 months ago
Poor Service, Lack of Guidance and Ignored Correspondence
I would like to lodge a formal complaint regarding poor service delivery, lack of proper guidance, and ignored correspondence from a consultant assigned to my case. I was assisted by a Standard Bank consultant, Zandile Mnyakeni, in relation to a cession-related request involving my home loans. From the outset, I requested that both my bonds be included in the cession, this was also communicated in the follow-up emails (of which were ignored). As I am only a client and are not aware of the Cessions department processes, I therefore reasonably re**** on the assigned consultant as the subject matter expert to clearly outline the process and specify all documentation required for my On 29 December, I received an email from the consultant advising only that a signed cancellation letter was required. No further guidance or mention of additional documentation or bond numbers was requested at that time. In my initial request, I explicitly asked that both of my bonds be included as the policy was sufficient to cover both outstanding bonds. I followed up with two separate emails to confirm this request, both of which were ignored. Only after I sent the 3rd follow-up email did the consultant respond, stating that all documentation and bond numbers were required. My concern is simple but serious: Why was this information not communicated clearly and upfront in the initial correspondence? This omission caused unnecessary delays, confusion, and repeated follow-ups on my part, which could have been avoided had proper guidance been given from the start. I sent my final communication on 31 Dec 2025 with the requested documentation and bond numbers but I still have no correspondence from the consultant of even acknowledgement of my mail. As a client, I should not be expected to know internal Standard Bank processes or guess what documentation is required. That is precisely why a consultant is assigned to a case. I find the lack of responsiveness, incomplete instructions, and disregard for my follow-up emails unacceptable and inconsistent with the level of service expected from a financial institution of Standard Bank’s standing. I have since submitted all the requested documentation, but the experience has already fallen far below acceptable service standards. I am lodging this complaint in the hope that Standard Bank will address both the handling of my case and the broader issue of consultant accountability and communication.
168 replies
6 months ago
Formal Complaint Regarding Forced Sale and Unfair Contract Terms
I am lodging a formal complaint against Pineapple Insurance regarding the compulsory inclusion of a tracking device as a prerequisite for an insurance policy and the subsequent unfair contract terms associated with the device. In August 2023, upon purchasing my vehicle, I acquired a comprehensive insurance policy from Pineapple Insurance. During the policy application process, I was explicitly informed that the installation of a specific tracking device, provided by Tracker, a Pineapple nominated provider, was mandatory for the policy to be issued. This requirement was enforced even after I stated my preference to use an existing or alternative tracking solution, with the agent advising that the device was an inseparable "part of the package." I cancelled the comprehensive insurance policy with Pineapple Insurance approximately one year ago in October 2024 due to a significant premium increase on a depreciating asset. Following the cancellation of the insurance policy, the separate tracking company began sending monthly statements for the device, which I am no longer actively using in connection with the insurance. My primary concern is the anti-competitive and potentially ******** nature of this arrangement. I have been informed by the tracking company that the agreement for the device is subject to a 3-year fixed term and that early cancellation or removal would incur a cancellation fee that is substantially equivalent to the remaining monthly subscriptions. Violation of Consumer Rights and the Consumer Protection Act (CPA) This situation appears to be in direct contravention of the Consumer Protection Act (Act 68 of 2008), specifically: Section 13: Prohibited Conduct (Tying Arrangement): The mandatory linking of the insurance policy (the desired product) with the tracking device (the separate, unwanted service) constitutes a prohibited "tying" or "bundling" arrangement. Pineapple Insurance leveraged its dominant position to force the sale of a secondary service, limiting my right to choose an alternative or decline the service entirely, which is explicitly disallowed under the CPA. Section 14: Expiry and Renewal of Fixed-Term Agreements: A fixed-term agreement with such punitive cancellation penalties restricts a consumer's right to cancel an agreement. While the CPA permits reasonable cancellation fees, a penalty that is "substantially equivalent" to the entire remaining balance is arguably unreasonable and unconscionable. Section 48: Unfair, Unreasonable or Unjust Contract Terms: This arrangement places the consumer in a disadvantaged position by locking them into a long-term contract for a service they only required as a prerequisite for another service (the insurance), which they have now legitimately cancelled. Demand for Resolution I request that Pineapple Insurance takes immediate action to rectify this situation by: Acknowledging and confirming that the compulsory nature of the tracking device was a term of their insurance contract. Facilitating the immediate and penalty-free cancellation of the associated tracking device contract and removal of the said device. Ensuring that the debt collection process initiated by the tracking company is immediately suspended and the alleged "debt" is cleared from my name. I expect a response and a concrete plan of action within 10 business days. Should this matter not be resolved satisfactorily and in line with my rights under the Consumer Protection Act, I reserve the right to escalate this complaint to the Financial Sector Conduct Authority (FSCA), the Ombudsman for Short-Term Insurance (OSTI), and the National Consumer Commission (NCC).
53 replies
7 months ago
Disappointed and heartbroken
I write this review with a heavy heart. Tomorrow is my fiancés birthday and I had planned on buying her a Mac Book Air M4. Yesterday the saw it on the DigiCape website and because I was at work and was going to be working late, figured I would I would go today to go buy the product that at the time was listed for R19499. I checked the page I was on to see if the store near me had stock at around 4pm and it listed medium stock so I had little concern that stock would run out. Moreover, the webpage did not stipulate when the promo would end, just that the product was discounted by R3000. This morning I took leave and just as I was about to leave for the store, I quickly checked the website and to my dismay, the price had changed to R21999. I tried to call the store and I was advised that there is nothing they can do for me. Had I had known that the promo was ending last night, I would called or tried to get to the store or even send someone to the store on my behalf. I am saddened and stranded cause I no longer know what to do as I had about 17k for the gift but because the M4 was on special, I s****ped to top it up with an additional R2500 so that I have just enough for the M4 of which I know she would have loved.
0 replies
9 months ago
Lack of client follow up
I have a policy with Sanlam and I have been happy with the service but for the past 3 months, I have been trying to expand my policy but have struggled as I am informed that I can only do it via my dedicated consultant and not over the phone. My dedicated consultant left Sanlam some time last year and all my attempts have been futile. This is rather disappointing
112 replies
15 months ago
Unacceptable Service and Delays in Bond Application Process with Standard Bank
I app**** for a new bond with Standard Bank late last year, but the consultant assisting me has been unresponsive and unprofessional. Despite my numerous emails and requests for callbacks, he frequently fails to respond. On several occasions, I have had to call the sales line in the hope of reaching him, which is both time-consuming and frustrating. While I have generally experienced exceptional service from Standard Bank in the past, my dealings with Mongezi Nkasane have been subpar, to say the least. I constantly have to nudge him to get things done, which is unacceptable. I am a patient and understanding person, but this situation has tested my limits. After negotiating and agreeing on a reduced interest rate with the bank, I accepted the revised rate. However, instead of updating the system with the new rate, Mongezi locked in the old, unreasonable rate in the final quote sent to the transferring attorneys. I requested a copy of the revised quote I had accepted but am still waiting for it. I only saw this document for the first time when the attorneys sent it over the weekend. This morning, after reviewing the documentation sent to the attorneys, I noticed the error. Had I not reviewed it, I might have signed off on the incorrect rate. Now, the attorneys must send the quote back to Standard Bank for amendment, causing further delays—all of which could have been avoided if Mongezi had handled this process efficiently. This after I had expressed the urgency of the matter to him. May I kindly request that this matter be urgently investigated and expedited? In addition, I feel additional training and guidance is required to assist Mongezi to step-up and meet customer expectation.
168 replies
17 months ago
Unexplained interest rate being charged
Still no resolve or transparency on unexplained and unjustified interest rate charged on credit card application? I have a good credit score and I manage my debt well (not over indebted). Why am I being charged 22% interest rate wherein the maximum is 22,25%. I need an explanation, please. It’s been over a month and no one (after several attempts and queries) can explain this to me.
71 replies
18 months ago
Interest rate ****!!!!
I app**** for a credit card yesterday and I was given a quote with a ridiculous interest of 22% wherein the maximum interest rate they can charge is 22.25%. I have a bond and car loan with Standard Bank and the interest rates I have been offered are 11.25% and 11% respectively. I have a good credit score and my expenses are not high. What justifies the extreme interest rate? From 11.25% to 22%? How is this possible? Such a high interest rate indicates that I am a high credit risk. When I informed the sales person that assisted with the quote, I asked that he escalate my query and he said he does not know who he should escalate to. This is ridiculous!
53 replies
22 months ago
Unable to deposit into into Citibank account
I use standard bank and I cannot find CitiBank on my beneficiary's section of my banking app. When you are creating a beneficiary account, you are required to select a bank for the beneficiary. The only option Standard Bank provides is CitiBank NA South Africa instead of CitiBank and this Bank holds a different Branch code and bank account to the one I am trying to deposit into. I am trying to fund am trying to fund my easy equities USD account and I am unable to find Citibank. This is urgent for me!
106 replies
23 months ago
Misrepresentation of information
I am writing to urgently request assistance with transferring the funds in my Tax-Free Savings Account (TFSA) from Standard Bank to another institution. I have encountered significant difficulties and misinformation in this process and would appreciate your immediate intervention. To date, I have spoken with three separate consultants who have all provided me with incorrect information regarding the transfer process. The responses I received were: "You have to transfer those funds yourself as we do not do that." "You cannot do that." "Please withdraw the funds from the tax-free account and transfer them via your transactional account into the account of the receiving institution." These statements are inaccurate as per point number 10 on your website, which clearly outlines the proper procedure for transferring TFSAs between service providers (please refer to the URL for reference: https://www.standardbank.co.za/southafrica/personal/learn/tax-free-savings-account-faqs#:~:text=Can%20I%20switch%20a%20tax,classified%20as%20a%20new%20contribution.): Point 10 on your website reads as follows "Yes, but transfers can only be carried out between service providers. You will not be able to switch to another financial institution by withdrawing your funds from your TFSA and putting them into a TFSA with a different provider – that would be classified as a new contribution. The Regulations define the following minimum requirements for a transfer between product providers to be deemed valid: * A transfer certificate * The number of days within which a transfer must be effected * The type of information that must be passed on to the new product provider" The misinformation provided by your consultants could have led me to exceed my annual contribution limit and incur penalties from SARS, which is deeply concerning. Is this what is advised to other clients that do not know any better? Look, I understand that not everyone understands/knows everything, but for all three consultants to struggle to understand what I needed and how they can help is gravely alarming. Additionally, I visited the Alberton branch for assistance but had to leave after waiting for 45 minutes without receiving any help, as my lunch hour had ended. Given these challenges, I am requesting your urgent assistance to facilitate the transfer of my TFSA funds to the new institution. Your prompt attention to this matter would be greatly appreciated.
106 replies
Review Distribution
5 Star
2 (8%)
4 Star
0 (0%)
3 Star
1 (4%)
2 Star
2 (8%)
1 Star
20 (80%)