Disgusting Service from Standard Bank

I have been a customer of Standard Bank for over 30 years and their service continuous to disappoint me. Trying to phone them generally results in a wait of often over an hour during which time one is continuously told that they are experiencing high call volumes because their consultants are working remotely , and often when one does reach a consultant the quality of the phone line is so bad that you cant hear what they are saying. My experience over the last 10 days with Standard Bank are: On the 1 December my wife tried to use her Cheque Card and was told that it had expired on the 30/11. This was without myself, as the account holder, or my wife receiving any notification that the card was due to expire. That same day I phoned Standard Bank to order a new card. In total I spent over 2 hours waiting for a consultant to resolve my problem. I actually ended up speaking to 3 consultants , answering all the security questions etc and whilst being asked to hold on whilst they tried to find solve the problem, the call was droped . Eventually I was advise that the card was with the courier company who was waiting for delivery instructions. This was because the card was normally delivered to the Hilton Branch, but in their wisdom Standard Bank had decided to close the branch. Eventually I advised them to send the card to the Howick branch. (the branch we have used for about 2 years). I was told we would receive an sms advising when the card was delivered. This we did and went to collect the card. After nearly 90 minutes waiting to be served they could not find the card. Eventually after another 30 minutes they found the card. I have several investments with Standard Bank, mainly in Fixed Deposits, and I received an sms on my Standard Bank advising that this was to mature on the 9 December and to phone a quoted number. This I did and after over 30 minutes my call was answered buy the phone line was very bad. I was asked the normal security questions, whilst I sort of understand the need for security questions I dont really understand why when one is investing money that is in Standard Bank back into Standard Bank why this is required. Because of the poor quality of the phone line I failed the security questions. When I requested that I speak to a manager I was put through but as usual "high call volumes" and after waiting another 30 minutes I hung up and decided to email the Complaints Resolution Centre. This was on the 8 December and I asked that they phone me on my cell phone or email me. As of today I am still waiting and the investment has been paid into my Money Market account, which I did not really want.

So what do I do now as I want the money invested. Do I wait for the Complaints Resolution Centre to contact me, or do I try and phone them again and spend hours on the phone with a chance they have a bad phone line or do I go to the branch and wait hours to be served.

I am the customer who wants to reinvest over R100.000 and treated like this. If Standard Bank want to retain customers employ more staff and dont make their problems their customers problems.