Appalling service from Standard Bank

My name is Rae Nicolai. I am a retiree since end 2016 and living in Howick KZN. I am 74 years old and I have been a Standard Bank client for about 50 years ( Private banking for a number of those years). I am bitterly disappointed at the shocking level of service I have received from SB Card Division over the last few years, following 2 incidences viz: 1) In May/June of 2018 My wife and I, together with another couple who are close friends, embarked on a 4-week camping holiday trip to Namibia. At a stopover in Keetmanshoop we visited a SPAR Supermarket to stock up with provisions. I paid for these provisions with my SB (Private Banking) Credit card to the amount of approx R600. Our friends who also made a purchase of provisions had some difficulty paying for it as they experienced problems with their credit card. To assist them I paid for their purchases of approx R500 using my same card. For some inexplicable reason I was charged a couple of times each for the two transactions, the total debits amounting to R2371. After much complaining SB then passed a credit amounting to R1750 which left an amount of R620 still owed by SB. This amount was never credited. Furthermore to my horror SB card division then debited my DEBIT Card (Which was not used at all for either transaction) for the amount of R1134 for reasons they were unable to explain to me. The total amount owed to me for this particular incident stands at R1754 for which they will not pass credit and for which they offer no explanation. 2) The 2nd incident involving SB Card Division occurred around May 2019. I receives an SMS from them telling me that my new credit card was ready for collection from the Howick branch of SB. As my current credit card has not expired I was suspicious and called the head of Private Banking (Yvette Ellison) in Pietermaritzburg whom I had been dealing with in all banking matters. She was equally baffled as to why a new card should be issued before the expiration of my existing card, but advised me to collect it nevertheless. To my surprise I was issued with a World Citizen Credit Card which was explained to me to have certain advantages over the old card. I wish to state quite clearly that I never app**** for this card, I never wanted this card and in fact had never heard of the existence of such a card - it was simply foisted upon me with no solicitation or explanation whatsoever. In my naivety I presumed that as a long standing client that this card was a token of appreciation for banking with SB for so many years. I was horrified therefore when I saw on the credit card statement that I was being charged R423 for the card PLUS R120 monthly service fee. After complaining bitterly to SB for approx 7 months they reluctantly dropped the service fee but have refused to credit my account with the service fees totaling R840 (7 x R120) or the card bank charge of R423 (total R1263). The total amount owing for these two incidences is R3018.55 which they steadfastly refuse to do anything about or to offer any explanation. I have phoned and emailed SB card division many many times, all to no avail - they simply ignore all my emails and never respond to my telephone calls. In frustration when I called the Customer Services Dept I received a very sympathetic ear from a lady - Karabelo Kosi- who tried her best to resolve these issues with SB card division but alas it appears she was treated with the same level of contempt I was . I wish to commend her however for trying persistently and having the grace to get back to me - even though she too ended up bumping her head against a brick wall. She is the one shining light in an organization which appears to be fumbling in the dark. The head of Private Banking in Pietermaritzburg Yvette Ellison also tried in vain for a couple of years to sort out the problem before eventually giving up and finally resigning from SB. Attempts to obtain the contact details of the CEO of SB Card Division also proved to be a fruitless exercise and one could not help wondering if strict instructions are given to all staff members not to reveal the names of the powers in higher echelons. Incidentally a couple of years ago I also contacted the Banking Ombudsman in connection with the first incident which also solicited no response. I will give the Ombudsman one more try before throwing in the towel and changing to another bank. After 50 years..... how sad...