Lack of Service and Empathy( Epic Fail)

Good day,

I am in disbelief that I even have to write this review. Firstly, I had lost my bank card on 15th August, when I arrived at the CTI airport, therefore I had to go to the standard bank branch in Mitchell's Plain to obtain a new card and report it as lost. The lady that helped me was friendly and professional, advised me that I would be able to get my new cheque card after 5 to 7 working days, which was pretty good- and she mentioned that I will be notified via SMS when to collect it within those 5 to 7 working days.

After 7 working days I still did not receive any notification that my new card was ready for collection, so therefore on the 8th working day I went to the Promenade branch once again, I approached the enquiries desk and the consultant advised me that she would require proof of address , luckily I had the bank statement from standard bank in my bag( the one I receive via the post), however the consultant mentioned that it is not valid as it is from standard bank itself. However I was not told that I needed proof of address to collect my own card, as I thought my SA ID was sufficient? The consultant then went on and said that she needed this POA to update my home address, as it has not been updated since 2007? Which is understandable, but my question to her was ...did I have to lose my card in order to know that my address had to be updated( keeping in mind that I still reside at the same address -I did not move). Also I did not have any other means of proof of address- as I do not have any accounts/debt... and the invoices I do receive is via email , I showed my Mr. Price invoice on my email , however it was not an attachment. I reside with my mother , there I was told they will give me the form for my mother to sign an complete and I must get my mother's water/ rent invoice which I did .

I then left the bank then went to queue up with my mom at the city council for a print out of the water bill (waited for a good 45 minutes), headed back to the bank... waited for the same consultant, however she was busy with the same customer for a long time then asked her colleague to assist me , I had the water bill (Proof of address) and the form they asked for my mom to complete, then I was told the City council should stamp the water paper... and I was supposed to know this? It would have been helpful for the lady to have told me this before sending me away the first time...I was so annoyed at this stage but I am a very patient and calm individual. The lady then told me to go back to the city council and have the water bill stamped and bring it back...I was fuming at this stage...just to show they did no care or own up to no giving proper instructions and making a customer run back and forth... and there was no sincerity shown .

I wanted my new cheque card , so I then went to the city council and got the stamp...and back to the bank (3rd time for the afternoon) it took a good 3 hours of my day to get this sortes. I waited again for either one of the two ladies that assisted me earlier in the day, however they were super slow,as I was queuing and had so many people pass me , at this point I just wanted to leave but just stayed to get the matter sorted, I finally went to another gentleman... he was okay, just the only thing was he was helping me but also having a fat conversation with his colleague next to him,which made me more annoyed... after I just explained to him my whole ordeal and that I have been there for the 3rd time that day.

Nevertheless , I got my card... I realized when I got home... he never ensured that I signed the back of the new card and he never took back the temporary card that they issued me in place of the lost card.

To say I am disappointed is an understatement, the service level is poor , professionalism is non existent, empathy ?... there was non.

I have been with standard bank a good 10years, but I literally feel like switching banks... this is not acceptable, sorry.

Regards.