Horrible and Pathetic Customer experience.

After a credit card application that took over 4 weeks to finalise and waiting delivery of the card for over 10 days, I went to collect the card yesterday at Carlton Centre and I was assisted in under 10 minutes with the collection, which I was happy about.

I then asked to be assisted with the App and the teller who assisted me with the card collection said she's not clued up about Apps after it kept saying my credentials are incorrect. She then said I must go to the door and ask for Nqobile as she's the only one who knows about the standard bank App. I went and asked the lady at reception and she told me Nqobile is out on Lunch, I asked who else can assist because I was not willing to come back to the branch as I have a very busy work schedule. She told me that she will find someone however there is still about 5 people who are still waiting for assistance with the app. I waited and after about 40 minutes waiting I went back to Reception and asked how it's possible that only this Nqobile is the only one who can assist with the app in the entire branch full of consultants. She said she's not the only one however all of the people who can assist are out on lunch... ALL OF THEM AT THE SAME TIME?

I was only assisted with this after over an hour waiting. I don't know if this was the Nqobile who assisted as she was not wearing a name badge. She kept asking if I have any other Dashboards and I kept saying no and I got very irritable when she got her other colleague to ask me the same question I had already answered. As previously stated, I have been a Standard bank client before and that was about two years ago and it is very frustrating that there is still a link with my old accounts to the new Credit card.

When I got home, I wanted to add the new credit card to the Dashboard and set limits on the card using the App and I CANNOT!!!!. When I checked. The old cellphone number was used (a number I have not used in over 2 years) and the old address as well which I haven't stayed in in over 5years. THIS IS NOT THE INFORMATION I PROVIDED WHEN I OPENED THIS NEW CREDIT CARD. I called today and was put on the line for over an hour by some consultant. This was after I asked to speak to a manager in the digital department and I was told all management is in a meeting. It is unacceptable that managers who are supposed to be dealing with customer Queries can all sit in a meeting for over an hour while a client is waiting on call.

I need all my details changed/updated so I can enjoy the fulll benefits of the app and I refuse to go to the branch to change all these due to the incompetence of the person who completed my application. I am unable to do anything on the app as it sends the OTP to the old phone number and old email address, which I never provided to the bank when I did this application. I waited for over an hour yesterday at the branch to be assisted, I waited another hour on the phone today for assistance I did not get, and I REFUSE TO GO WAIT ANOTHER HOUR AT THE BRANCH TO HAVE MY DETAILS CHANGED OR UPDATED.

The service at Standard bank is very pathetic, from online to the physical branch and I've honestly never ever received such a horrible experience. Even with the delivery of the card, I had to lay a complaint with the resolution centre to be assisted and it's quite disturbing that one has to go through a complaints process before being assisted at Standard bank.