Callous disregard for customer safety amid COVID-19

Since the COVID-19 outbreak started, we have seen the Reserve Bank lower the repo rate twice and it makes sense that I should expect a substantially lower interest rate on my Standard home loan. All I wanted to do today was call Standard Bank Prestige Banking and have them link my home loan account to my Internet Banking profile, so that I might track the account statement along with all of my other accounts, on the Standard Bank internet banking site and on the banking app. When I called Standard Bank Prestige Banking, they couldn't help me but assured me that it was possible to do so. I was advised to speak to my branch and they transferred my call to the Centurion branch. The branch answered and said that I would have to speak to their Home Loans department and once again I was transferred. The Home Loans department answered and said sorry, it had to be done by their General Banking department. My call was transferred again. The General Banking department answered and explained that it was in fact NOT possible to do this over the phone. I had to physically come into the branch. Right. So let me see if I have this right: During a time of social distancing, amid a deadly viral outbreak, and with Standard Bank resolutely closing down more and more branches each day and enthusiastically promoting the use of their banking app and their Internet Banking site ... I am instructed by a bank official to physically drive to Centurion CBD and go sit in a queue for an hour with my mask and gloves on, just so a banking official can see me, greet me, sit down in front of their computer, log on, and do as I asked? For real ..?! It's disappointments like these that make me wonder if I wouldn't be better served moving all my accounts to Capitec, where -- even if I didn't have all of the facilities I am expecting from Standard Bank -- at least I wouldn't be charged monstrous banking fees as if I did.