Absurd disgraceful service from Standard Bank

An application for a mere pre-approval was sent on 23 Mar and today at 15:54 still no feedback, this is a service which is supposedly done immediately. ref no:

On 24 March - after over 10 calls (actual number - not exaggerated) to ***Freddy greatly assisted and advised that our application is awaiting a work up; which is a process for something else, I don’t know how it is that you click an option for something online but it gets routed else where. Freddy advised that in SB, a pre approval is called a pledge, he asked for further docs to be submitted, I sent through 8 documents but still no feedback, another automated 24 hrs. Another 10 plus calls followed with no feedback from any SB official.

My partner also called 2 times from 08:00 as well and asked for a call back, the phone call cut and he eas not contacted back . I also stared calling today at 07:55 I started calling SB and 2 escalations were done Vouna and another gentlemen and no feedback to this second. At 09:00 after repeated calls, I told the consultant that I did not want any escalations because 2 was already lodged and he reverted back with Charmaine Ellapen took the call, and at 10:30 we ended with our call with the agreement that in the next hour she will return back to me. Further docs were requested which I was not initially asked for which is 10 more months banking statements to reflect my income and were submitted. At 15:30 I called and Mongezi greatly assisted, and contacted Charmaine and she was busy on the line with another client but confirmed that they have received the documents and said by end of day she will revert back. How does she revert back to me end of day when I explained the urgency of the matter as well as the loss we are to suffer from SB’s delayed response. It’s now 16:28 still nothing from Charmaine Ellapen.

Is this the type of service that customers, potential customers are subjected to, such appalling service, no type of apology, even the bad service given doesn’t encourage better service. another institution had given us a response on 22 Mar - same day service, I guess this means FNB will gain a new client.

This is