Challenging experience with Standard Bank private banking department

Extremely Disappointed with Standard Bank's Service

I am extremely disappointed with the service I have received from Standard Bank, particularly considering that I am a private banking client. For the past week, I have been going back and forth with my private banker to resolve an issue, and yet, nothing has been resolved.

As a business owner currently based in London for the next few months, I requested to change my OTP (One-Time Pin) delivery method to email. While I was told this change was successful, I later discovered that it only app**** to online purchases, not to transfers or payments. This lack of clear communication led to me being locked out of my account, severely disrupting my business operations in South Africa and causing significant damage to my cash flow.

What’s even more frustrating is that despite multiple emails clearly instructing Standard Bank to contact me on my UK number, I keep receiving automated emails stating that they have tried to call me on my South African number and couldn’t get through. This is a clear indication that my emails are not being read or taken seriously.

I have spent a total of 3.5 hours on the phone trying to resolve this issue, which is beyond ridiculous for a bank of this stature. The service has been nothing short of a nightmare, and I am appalled at how poorly this situation has been handled.

This is not the level of service I expect from Standard Bank, and I am seriously reconsidering my relationship with this bank.