Bad service and terrible innovation

I am lost for words, standard bank is now forcing the clients to make use of their inadequate whatsapp channels, my Wife has been calling the funeral insurance contact centre on the number *** and they have you on the line for more then a hour waiting for someone to answer when someone asnwers the call and you inform them you would like to find out what happening on your existing policies you have they advise that someone will call you back within 3 days time , no you tell me how logical is this, what if something happens within the time you wait for someone to call you back and if there was anything wrong it could have been addressed and rectified so this way standard bank can pass the buck and say we can not provide all the benefits deur to whatever reason. now they say go to whatsapp you go there and they do not sent comprehensive information when access the menu and the policies it shows only one beneficiary, when all we need to find out is which policies are active and which are not so. Dont get me started on the in-app chat function the consultants are unfriendly and they have no clue on how to assist when you get a consultant and ask for insurance information they do not provide comprehensive information, the same is happening on the app with the add on feature where you can access all your information in one place, but its so outdated its not even funny. Standard bank really has a long way to go in the innovation sector.

Now due to their recents struggles with security they have now introduces a method where you have to scan the QR code when making a payment on internet banking people please logic is important when implementing new features. what if you do not have access to your phone and you have an emergency you can not access your funds because you can not scan the QR code to finalise payment. when you access internet banking that means you do not have access to your banking app, even of you get a new device the standard bank delinking and linking of devices to you app is so terrible that you have to access internet banking to delink and once you delink you have to now scan your ID and your face on the app in order to link the device but the verification for this takes almost 3hours. so guys you suppose to make our lives easier not more difficult. as i am typing this my phone is broken and when trying to make payments for my family i need to scan the QR code so everything is stagnant. Please have a look at this and please apply logic to new security measures.