SHOCKING SERVICE - STANDARD BANK

What shoddy service from Vincent Park Branch, East London as well as the Call Centre and now as well as a Celeste van Rooy somewhere in Joburg. Couple from the UK would like to open a non resident banking account with you Standard Bank. They have bought a property here. They are retirees. Vincent Park Branch says they must 1st go and get a permit from Home Affairs. ***. Well the Call Centre or Customer Care are clueless and put you through from pillar to post. after 1 hour we gave up. Always land up back at the same number on switchboard. She no longer knows where to send the call to. Was given a contact via a friend for a Celeste van Rooi. Pleasant initially over email. Quick response. Now also says "NO" you must send those papers to the NON RESIDENT DEPT. wHY DIDNT SHE SAY SO IN THE 1ST PLACE. we are in the 3rd week of attempting to make contact and actually find a person to work with together on this. And they have money to invest as well which obviously Standard Bank does not want. HELP.