MUKURU the big lie

My gardener has had a MUKURU account with Standard bank for more that 2 years. In May 2021 he tried to withdraw money from an ATM, the amount was deducted from his account but the machine did not eject the money to him. After hours on the phone we were eventually able to determine the process to lodge a complaint. The branch in Bosman Street told us there were numerous similar complaints. THREE MONTHS Later he finally got his money back. Last week, on 29 April 2022 the exact same problem recurred, same lengthy phone calls, and a full day spent at the Bosman Street Branch and at Pretoria Central Police station. Now he is told he has t wait a minimum of 52 days for the matter to be resolved. It defies all logic that Standard Bank is : a) Unable/Unwilling to resolve what is clearly a systems issue b) Is completely careless about the clients that use MUKURU, and how limited their finances are, and c) Are ruthless is keeping funds back for undue periods of time, benefitting the bank, with no regard to the situation of the account holder, when it is as simple as rectifying the problem with a few key strokes by a WILLING employee. It is quite obvious why Standard bank moved away from their slogan of SIMPLER FASTER BETTER, as that was complete myth, but they still fail in their mission.