Frustrating Online Banking and Banking App User Experience

My mother lost her card and was issued a new one. After several failed attempts she received the card. Unfortunately, she had to go back to Standard Bank a week later as understandably the Banking App was not working anymore most likely to it being linked to the old card. Out of three people and three referrals nobody could identify why the app was not working after being told that it might be linked to the issued new card. She could not be helped in a timely manner and was forced to give it up as a bad job and left. Here is the problem: [1] Three people who work at Standard Bank could not help her regain access to the features of the Standard Bank App. After being told the circumstances. [2] The newly issued card is not recognized when signing in to Standard Bank App/ Online Banking even after going through the process of uninstalling and reinstalling the app and trying to regain access. Several attempt were also made via the online platform. [3] Absolutely abhorrent user experience with regards to the Banking App / Online Banking. [4] Uninformed staff

This is an ongoing issue to enable my mother to freely and easily access her funds. Unfortunately the issue is still prevalent and the user experience is appalling. I cannot fully recommend Standard Bank as a good banking solution and I herewith give a last opportunity for them to resolve this issue.