Breakdown in Standard Bank Private Banking Service

I am compelled to formally raise my deep dissatisfaction with the service I have received from Standard Bank’s Private Banking division. Since 10 June 2025, I have been trying to update my Will—a matter of urgency due to serious health concerns. What should have been a simple, priority-driven process has instead been marred by unacceptable delays, poor communication, and a complete lack of accountability. Without any prior notice, I was reassigned to a new Private Banker who is unavailable until the end of August. I was then passed to a temporary banker who initially committed to arranging a consultation with Standard Trust. He subsequently disappeared for two weeks. I escalated the matter to Milne Bekker, Head of Private Banking, yet received no response—an astonishing lack of professionalism and courtesy. When I eventually managed to reach the temporary banker, I was informed he had been off sick. While I acknowledge that illness is unavoidable, leaving clients without support for extended periods—especially when dealing with critical legal and financial matters—is simply indefensible. It took until 23 July to speak with a Standard Trust consultant. I submitted all required documentation that same day and was promised a draft Will by close of business. Over a week and a half passed with no update. Upon following up, I was again told this consultant had also been off sick. Once again, I was left in the dark. Today, 7 August, I finally received the draft Will and was instructed to print it and visit a branch to sign it—without the option to schedule an appointment. The Will is still not recorded with Standard Trust, and I am left hoping it will be processed in a reasonable timeframe. The implications, had anything happened to me during this period, would have been devastating for my family. This is not the level of service expected from a Private Banking offering—especially one that clients pay a premium for. Standard Bank does not provide this service out of goodwill; it is a paid, professional service, and it has failed me. After nearly 30 years with Standard Bank, I have now contacted three other banks, all of which have shown immediate interest in my business. I am under no illusion that customer loyalty carries much weight in corporate banking, and frankly, I do not expect a meaningful response from Standard Bank on how this will be addressed or rectified. However, this experience must be documented. The lack of urgency, accountability, and basic client care is unacceptable. Standard Bank must do better.