Is this the Service level we have to accept from Standard Bank officials and management

Why is Standard Bank's client service deteriorating at such an alarming rate? Is it that management is not held accountable for the shocking clientele service that their frontline staff are giving to us their client? Myself personally I had a ********** experience with the Standard Bank Bluebean credit card department recently - to date still NO FOLLOW UP on what went wrong or how can we fix the problem - shocking in the least to say! Today it is one of my family members that are currently overseas on business and whose credit card is expiring. Couriers were instructed as within the passed to deliver the credit card. Unfortunately, my brother is not in SA to collect and as informed by the Credit card department prior to leaving SA. A letter signed by the cardholder, original ID documentation of that of the cardholder and that of the nominated person to collect the credit card and proof of residence. Which I am happy to report was all in order ready for collection. Courier phoned and I informed them of the situation, which they informed me is not correct and the card will not be given to me. I then followed up and asked them to phone my brother overseas, on which he is charged international calls every time he answers the phone. The couriers managed to phone and ask security questions that my brother had to answer. Unfortunately after all that he was informed that I cannot take possession of his credit card, the bank has to authorise this. I phoned the credit card department and informed them of the situation. The credit card department phoned my brother and asked him security questions that he had to successfully answer. He then also made a note to change the email that was on the system and that the credit card must be delivered to his Queensburgh branch for me to collect. My brother then received the SMS that a credit card can be collected at the Queensburgh branch ensuring that I take all the necessary documentation. Armed with all documentation I arrived at the Queensburgh branch, the cash desk gent looked at the system and then walked to the back to speak to a lady. This lady came forward and informed me that they need to speak to my brother. I informed the lady that my brother has already spoken with the credit card department and that he does not always take calls on his SA phone number due to international call rates being charged. Unfortunately, the e-mail that is on the permission letter is not correct to the system e-mail "credit card has not updated as per my brother's request". I tried phoning my brother who unfortunately did not pick up and we had to leave. During the day I contacted my brother via Skype at home and he promised to pick up the phone once Standard Bank phones them again, and my brother were both fed up. I returned back to Standard bank Queensburgh at 1h30pm today. I reached the cash desk of Nontokoza Dlamini "had no name badge on". The first question I was asked, "do you have the contact number of the cardholder"? I then informed Mrs Dlamini that I was dealing with a lady from the back - "she is busy and can I give the details?" The service we then received from Mrs Dlamini shocking in the least to say. If you have already an angry and disappointed client in front of you do not add more fuel....I asked for this lady from the back, whose name I requested as this lady also had no name badge on was "Omashree Govender" to come to the front and inform us of the situation and do not tell us, she is too busy. Mrs Govender came forward to the counter with an attitude of note, informed me that she will be phoning the cardholder now. "My brother at this stage had enough, no details have been changed as per his request and he had to endure numerous phone calls just to get me to pick up his credit card". No apologies for the ill service, the time wasted.....I then put a question to Mrs Dlamini in regards to my ID documentation that was taken to the back and Mrs Dlamini informed Mrs Govender "THAT SHE WANTS.....I am not a SHE, I am a client of Standard bank and asked to be spoken to by my name! Mrs Dlamini then threw her hands up in the air to me and walked away.....I received my brother's card finally but what was a bitter pill to swallow - THE DISSAPOINTED SERVICE LEVEL WITH AN UNACCEPTED ATTITUDE OF THAT OF MRS DLAMINI AND MRS GOVENDER. My question to management: 1. Do all your clients get treated with this disrespect? 2. It clearly comes from management down to frontline staff? 3. Your Credit card department clearly does not update their systems as I myself personally have experienced, causing ill feelings at branch level and to top it staff at branch level have a "do not care attitude towards clients" are these service levels of Standard bank going to be the norm? 4. Why is management hiding behind closed doors, while clients are being treated with disprespect? 5. Is it the new norm that management does not even get back to a client to establish what can be done to rectify the situation?

I am just one client but soon your clients are going to go public in order for others to know, this is the shocking, non-caring client service that you get when you bank with Standard Bank