In Branch Policy

<p>My mother needed to fetch her new card at Festival Mall branch yesterday. I took her to the branch. I had my 3 year old and my 10 month old with me in a trolley . Only the 2 children in the trolley.,not a bag or anything else. I tried to accompany my mother into the bank and was rudely and abruptly stopped and told trolleys are not allowed inside the bank. I asked the door guard why a trolley only having 2 children in it was not allowed in and his response was its our policy, you can't go in. So there I stood outside the bank. Please note, my mother was sent an sms to say the card is at the branch, we waited outside for 30 minutes. I then asked one of the passing Standard Bank staff members please to call the manager because I would like to speak to him/her as Festival Mall is infamous for ******ies and handbag snatching and child grabbing, after waiting so long outside I was feeling very nervous and not at all safe with the children and the guards where walking around the mall not stationed at the door. He came back to fetch me and said the manager said I could come in to see her. I spoke to her and asked why 2 children in a trolley where a risk to her bank. Her answer was it is STANDARD BANKS POLICY and she doesnt know. Instruction from Head office is NO TROLLEYS ALLOWED INTO BRANCHES, and they have never informed the branches why thats the rule, she's just inforcing the rules she is given. Now my question to Standard Bank is, Why exactly is a trolley with 2 children in a risk to your branch? You have guards and alarms and all the safety measures under the sun, but woman alone must stand outside with her 2 children in the trolley, hoping that nothing happens during the, in total, 1 hour wait for a bank card at collections, because your policy is of more importance than the customers peace of mind. I do not feel welcome in your branch anymore. I was treated as though myself and my 2 small children were a risk to your establishment. I was even told to let the 2 kids walk around the bank themselves. You can see from a mile away my 10 month old is too small to be walking and I am sure I don't need to explain the energy levels of a 3 year old in a bank to you. Anyway. After 1 hour of this nonsense, my mother still does not have her card. If she wants it delivered from branch to her home she must pay R180. REALLY? she stood at the counter for an hour. There was no que. It was just her. She showed your consultant the message. They left her at the counter for an hour and then return to tell her its not there. It was delievered and the expiry date still showed 2017 so they sent it back, she must come back in a week or so to collect or pay for delivery. Surely the branch then should have called to tell her not to come collect because they returned the card? After their bungle the least they could do is send the card to her home. I have been with Standard bank for 28 Years now, my mother for closer to 40. And this is the "Moving Forward" you brag about. Either the customer must arange transport again, pay for the parking again, waste another hour waiting around and hope the card is actually there when they message again, or pay R180 for courier for a 3km trip to her home from the branch because of YOUR bungle. You should really be ashamed at your pathetic customer service and policies because it IS going to cost you customers.</p>