Inept Standard Bank ***** Department

We have been trying to get hold of Standard Bank ***** Department for the past 5 days, to just get answers and clear out an issue with them we initially raised with them. However no such, after several mails and calling a deadline there has been no such luck including promises to phone back. No such luck. Please can someone assist us in this matter, we just would like to close the case. I would like some answers as this has created chaos between us and a service provider whose accounts have been frozen. There has between no communication between standard bank and fnb on this matter and fnb is awaiting the communication.