Absolute Disappointment – Standard Bank Festival Mall, Kempton Park

I am utterly disappointed with the shocking level of service at the Standard Bank branch in Festival Mall, Kempton Park. My mother, who is partially immobile, visited the branch to renew her card. She ended up sitting in the bank for over five hours waiting to be assisted — a completely unacceptable situation, especially for an elderly person.

The customer service is appalling. Some staff members seem completely inadequate, lacking basic professionalism or urgency. After all that time, when she was finally assisted, they failed to activate her card. She had to return to the branch again — something that could have been avoided with even the slightest attention to detail.

There is clearly a serious lack of leadership, or perhaps a complete overhaul of staff is needed. There is no visible sense of customer care, and what’s worse, elderly customers are left to wait in long queues when they should be prioritized. This experience reflects a complete disregard for customer dignity and efficiency.

Standard Bank needs to take urgent corrective action at this branch. The service is not only disappointing — it is disgraceful.