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Standard Bank / bad inter department communication

1 United Kingdom
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I'm writing this report on behalf of my parents who fell victim to a house robbery on Sunday afternoon (4 October). I spoke to Simon from Home Assist on Sunday who advised me that my parents could use up to R2000 to secure the household. He also advised that he would log a call on the system so that the claims dept would call my parents first thing in the morning. My Mom received an SMS this morning confirming this as well which she confirmed via phone as well. By 10 no call from claims dept. Mom called and shocked to hear the response from the claims dept that they know nothing and that the ref number we had with the home assist counts for nothing. A claim was registered only then and my mom was assured that someone would be sent out to the property to ensure that the damage is repaired and the house properly secured. By 16:00 no news. Calling claims again resulted in the response that my parents logged the call too late and that is the reason no contractor can come out today. Standard Bank made them feel like victims for the second time. Thanks to you they have to spend another night feeling very insecure in their own homes due to poor inter dept communication.

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