Where has communication gone?

If I could give 0 stars I would. We recently started an online store and wanted to open a business account. We phoned several banks including Capitec and were told to use their Mercantile bank service and that we would be able to do this within 24 hours online... Brilliant right? So after a look at the fees we decided to go with this option.

We fill in the docs and send it off, 2 days later no feedback, we phone back... my wife (who legally changed her name 7 years ago!!) is still on their system under her ****en name and the paperwork was rejected... no call to us to clarify, we had to phone them. But we move on, get it sorted and wait again. Almost a week later and we still have nothing, so we phone again... now they are saying that she recently did a sim swap and her cellphone number is being questioned... She has had the same number for at least 10 years... But we move on... get it cleared up and wait again.

3 weeks into this and we finally managed to get our card delivered to our house... but it was created in only my wives name, no second card for me... so we phoned in... even though we both had to sign and deliver our documents to state that the business was a 50/50 partnership, they decided to open the account with my wives as the main member! Not a problem, at least we now have a card right? and we can both use it right? WRONG!!! The card can only be used by my wife...

But ok, we move on... so we try to setup our online banking and want to pay some of our suppliers, DISASTER STRIKES again, the passwords were setup using MY details not my wives!!! Another phone call later and we should be able to login now. Next day we want to make a payment using the card online... ANOTHER DISASTER!!!

Now we find out that apparently there are issues using the card online to make payments, the IT department is working on it but it has been ongoing for at least a month... So now what? We phone the Customer Care Department to find out if there are any avenues open to us, and now we are told that the card HAS NOT EVEN BEEN ACTIVATED YET!!! With at least 5 call between when we received the card till now, has not one person picked up that the card has not been activated????

So here we are... 1 month after starting this procedure... still no active card... still not able to do online payments... getting everyone saying they sorry but nobody is actually helping us sort out the problem!!!

This has been the WORST service I have ever received from a bank!!! I cannot believe that any business would take this bank serious!!! PLEASE ADDRESS YOUR CUSTOMER CARE ISSUES, TRAIN YOUR STAFF TO PHONE BACK, COMMUNICATION IS THE MOST IMPORTANT TOOL ANY BUSINESS HAS, USE IT!!!

After spending about an hour bouncing between your Customer Care and Managers we have now been assured that our card will work tomorrow... Honestly I am not holding my breath and can guarantee you that if this is not resolved by tomorrow I will be looking for a different bank!