Poor service

I phoned the Standard Bank Personal loans department yesterday afternoon, when the phone was answered, there was a 3 or 4 minute silence before the consultant eventually spoke (and he answered in Zulu or Sotho). He did not identify who he was or who he worked for. It was quite painful, as the systems Standard Bank uses was apparently incredibly slow. The customer service at Standard Bank gets worse. I have banked with Standard Bank for over 20 years, and am really very disappointed in the declining service given by Standard. Makes me wonder if they really want to keep their clients??