Lack of service

About 6 weeks ago I "upgraded" my account. The consultant said that I would be notified when my cards are ready and available for pick up at Brooklyn branch as this particular consultant could not find "the Grove" branch.

I still have had no luck. On or about the 21 of October my card declined at an ATM and I phone to find out if this was due to the new cards being issued. No said the consultant I entered the wrong pin. I was again told that I would be notified when the new cards are available.

4 weeks later no word from Standard bank.....However today I am cut off from my funds!!!! I am unable to access online banking ( old and new site) I phoned your so called client support center and after the consultant checked I was told to wait 24 hrs as their solution. When I did not accept this as a solution I was passed to the online banking division.

Because apparently there was no manager available to talk too. After holding for a very long time and having to give all my details AGAIN and the person asking if I was sure that I was on the new site, and am I sure I am using Chrome ( Yes I am not an idiot) I asked to speak to someone senior. Again I waited for a very long time on hold, I finally spoke to someone. They had me re-enter and re-enter and re-enter the site But the problem of the security pop-up saying I need to contact you persisted. This person asked if they could sort out what’s going on and call me back. I said yes please as at this stage I had been on the line for over 40 minutes. I AM STILL WAITING…. None the less I trusted that my bank of almost 12 years would be able and competent to get back to me. At approximately 16:30 I tried again in case the person forgot to let me know that they sorted the problem.

The person at the call center asked what my problem was and then asked if I was using a new devise I had not previously signed in from. This was the case and she said that as a security measure Online Banking locks you out for 24hrs to prevent *****. I found this explanation acceptable and asked if I would be able to use my home desk top that I have login form previously and she confirmed I would.

Alas I am still receiving the same error, unable to access my money. I want this resolved Immediately. Standard bank you ask in your slogan “what is my next? My next is I will be laying a formal complaint with the banking Ombutsman as I am suffering distress and inconvenience if this is not resolved by 09:00 22/11/2017.