Shocking Service after being a loyal client for almost 30 years

On 18 May I emailed Prestige Banking below:

"I'm currently in Thailand and needed to stop my Standard Bank debit card yesterday due to an ATM problem.

On the App only Standard Bank branches were listed for delivery of a new debit card. There was no option to insert a different address for delivery.

Please advise how to proceed to get the new card sent to Thailand."

I received a response on 20 May requesting further information for verification, which I provided immediately.

On 28 May I sent below email: "Good day

I'm following up on the status of my new card please.

The request was initiated 10 days ago, and I have provided all the requested information.

I have also tried to call and follow up, but I was left on hold on the IVR twice. I'm calling from Thailand, which is expensive to hold on for long periods of time.

I've been a loyal Standard Bank client for more than 20 years, and I'm extremely unhappy about the poor service.

I urgently require a replacement card, as I am not able to access any funds.

I have arranged with Vodacom to activate roaming on my SA sim card, as requested.

I await your urgent feedback"

I received below response the same day.

"Good day Mrs Orren

Thank you for the email.

It will be our pleasure to assist you with your card trace enquiry.

Please note that your card was delivered at Witbank branch on the 21/05/18, our card delivery department.

I have forwarded your request to our card urgent deliveries for assistance.

You will receive feed back from the department.

We apologies for the delay , inconvenience and frustration caused.

You are welcome to contact us should you require further assistance. "

Despite the request for it to be sent to me in Thailand, and that I had provided my contact number and address, it was sent to an SA branch.

Besides that, why it was delivered to Witbank branch, where I last lived 6 years ago, and had then registered my new branch at Bayside in the Western Cape is beyond my understanding.

On 31 May I received below email:

"Good day Mrs. Orren

We thank you for your response.

I apologize for the delayed response and the inconvenience caused to you.

The replacement card has been ordered and it will take up to fourteen (14) business days for it to be delivered to your overseas address.

You are welcome to contact us should you require further assistance. "

Based on above I should have received the card by 21 June at the latest, yet I've received no further communication from either Standard Bank or the courier.

I sent follow up emails on 26 June and 3 July, with no response to date.

What I did not include in the quoted records above, is that I also received one other response requesting that I visit the nearest branch to change my address!!

This is totally unacceptable. I expect urgent feedback on resolution and reversal of costs for fees that should not have been charged for deliveries in South Africa.

NB: My SA mobile number is not active in Thailand. Please respond via email.