Impossible to close an account.

I would rate you -50 ...if I could!!!!

I have spend 3 months, numerous calls and trips to the bank to be told I have to start all over again today!!

I am trying to close 3 accounts for my cousin who is a non resident and could not get her visa renewed so cannot come to SA to close the accounts in person.

In Jan I contacted Std Bank Pvt banking call centre (as I was a pvt banking client) explained the situation and asked what I required to close her accounts on her behalf. I was advised I needed a copy of her passport, a letter authorising me to close the accounts and the account info. I asked if the letter had to be an original and was assured a scan via email would suffice.

Received the said email, waited in the queue at Mall of Africa Branch for an hour only to be told they very sorry but they cannot assist without the original letter and if should be certified. They will not accept an email from my cousin. Exchanged a few choice words to manager about wasting my time and left

Mid March I receive the certified original letter from my cousin, with an original copy of her birth certificate. Go off to Mall of Africa again, wait in queue to this time be told the manager that assisted me previously is on leave and they need to start the process again and will send an email to compliance and let me know how to proceed.

Today I was advised that in fact they still cannot close the account on an original letter but need my cousin to send them an email....*** Standard Bank!! Do you guys actually have a clue what you are doing??!! We are back to square 1, 3 months later

I don't understand the problem!! - you have account details, copy of cards, I have ATM pin, original certified letter authorising me to close the account on her behalf, copy of passport, original birth certificate....surely you can close the account.

Please can someone at Standard Bank who has a clue and can assist contact me.

PS...this experience had resulted in me moving all my debit orders, cheque account and c/card to FNB!!