Bad customer experience.

Towards the end of 2020 I went to apply for a card reissue at standard bank in vangate. My banking app was not working but the lady there gave me a debit to access my account temporarily. I received an sms to inform me that my card is ready for collection. During that time I was very busy preparing to move from joburg to cape town. I decided to come and collect my card around march since I was under the impression that they will keep it for at least 3 to 6 months. When I arrived at vangate branch on Saturday the 6th of March. I was told by the team leader that they shredded the card after 55 days and they do issue debit cards on credit card. It fell to deaf ears that a certain lady helped in December so that I can access my banking app. I was really in need of cash.

He put me through the card division of which they agreed to waiver the fee for this since I did not collect the first one. I wanted the card to be delivered to clear water mall , however due to Covid they were not delivering cards to any nearest branch. The lady I spoke suggested that I collect from engine but it will be taken back within48hours if I do not collect. I am currently in cape town and not sure yet when I will be in joburg so I do not opt for this option. The last one was for the card to be delivered directly to me. But there is a fee of 159 of which I requested this to waivered since is the bank that is inconveniencing me.

Firstly I was never told about the 55 days policy if I don't collect my card. Secondly all the available options were not available. I was stranded and needed cash at that moment. I did not want to risk and ask the card to be delivered in cape town because I will leave immediately once I am done. Standard bank is living it's slogan at all. I will resort now to other options to get cash whereas I have cash in my credit which I pay on a monthly basis.

I don't understand why standard does not have other options to reset password such as OTP verification. Now I want to order a card that I hardly use because I need to reset my password. This is not acceptable and very bad experience.