Extremely disappointed and let down

I used to pride myself on being an Investec client because of the excellent client service and convenience of their service offering versus traditional brick-and-mortar banks.

That was until now. On 5/4/22, after not being able to reach both my private bankers and having to wait in line in the customer service call center, I resorted to email to request foreign currency notes for an upcoming travel trip. I was advised that the order would take 24 to 48 hours to deliver, but that my FICA details needed to be updated to proceed

An entire day later I am told that travelex does not have available cash, and the order would not be able to be fulfilled by my desired delivery date. The only other option was to try again the next day and have the cash delivered to OR Tambo airport on the day of my flight. However I do not want to be stranded without cash at the last minute if a similar situation unfolds again, especially given that I am visiting a country where physical cash is scarce and not available from ATMs

While I appreciate that my private banker kept me updated someone somewhere clearly dropped the ball as it should not take this long to come back to a client to advise that the order cannot be fulfilled. This is not the service that I have previously experienced or expect from Investec. If this is the case, I may as well bank at any other sub-par institution and save myself a lot of money in service fees!