Poor User experience

<p>I lost my card last year, and after reporting it. My profile was frozen (supposedly for my own protection) meaning that I could not access my accounts from the internet on cell phone banking. I found this to be bizarre and very frustrating. By doing this service such as instant money loose their value and impact. Why can't I transact from other channels?<br />After I placed an order for a new card used a debit card which I had to buy. My check card was then sent to the branch where I had opened my account, not the specified delivery branch. I requested that the send it to the specified delivery branch and I was informed that if I took that option it would take another week or two for the card to be delivered. Having taken that into account I opted to go collect it over a weekend. <br />when I went to collect the card I had to reapply for the services which I had previously; cell phone and internet banking. then relinking everything.<br />Recently I tried logging into my internet banking profile. I was unsuccessful due to my having forgotten my password. I attempted setting it without success. I eventually went into a branch and I was made to speak to a support technician. After some trouble shooting the technician asked if I had lost my card recently to which I rep**** yes. He then went on to say we would need to de-register then re-register my internet bank profile.<br />We when through that process all the while I was thinking how pathetic that is and I started yearning to be an FNB customer. The reason for this is because of the frustrating processes i was subjected to.<br />I feel that their processes need serious re-engineering.</p> <p>Why would you freeze my account instead of disabling/freezing/stopping the lost card? </p> <p>Due to a lost card, I hand no service to get money. If I have to apply individually to get cellphone bank and internet bank. why are all those services deactivated? My logic says they can stand on their own. They are not a package deal.</p> <p>The fact that the technician asked me if I had lost my card recently implies that I'm not the first person to encounter such a pattern. Why then is the process engineering/IT team not informed? The Technician/support staff member is resolving tickets. Nobody is reviewing those ticket types and saying g that too much off the same tickets are being logged, hence we should investigate and come up with a permanent solution. Instead, symptoms are being fixed and not root causes.</p> <p>I expected better from you Standard Bank! I'm really frustrated and I'm in the process of switching to FNB. </p> <p> </p>