Funeral Policy Not Captured Due to System Failure – No Accountability from Standard Bank

I am extremely disappointed with the service received at the Standard Bank Oxford Street Branch on 14 November 2024. My relative and I spent almost the entire day at the branch (09:00–17:00) to update KYC details and open a funeral policy. Although the consultant attempted to capture the policy multiple times, the system continuously failed and logged her out. Other staff confirmed experiencing the same issue, yet no alternative solution, escalation, or written confirmation was provided. We eventually had to leave due to a medical appointment, believing the matter would be resolved or followed up. It never was. My relative sadly passed away on 6 June 2025, and because the policy was never activated due to the bank’s system failure and lack of proper handling, I was forced to borrow money to cover funeral expenses — a situation that could have been avoided. What is most concerning is the lack of accountability, communication, and empathy shown by branch management. As a former Standard Bank employee, I find the decline in service standards deeply disappointing. I have requested a formal investigation and expect this matter to be treated with urgency. Failing a satisfactory resolution, I will escalate the matter to the relevant regulatory and consumer protection authorities.