Standard Bank Customer Service - Bad and Deteriorating

For one of SA's "big banks", Standard Bank's customer service has deteriorated, and is currently woefully substandard.

About 2 weeks ago my SB banking app decided for "my own security" that I should re-register. When trying to do so, I was informed that the details I was using "did not match those which were on record".

So began a circuitous path, starting with a call to the Helpdesk no. They weren't sure, but maybe my email address needed updating? For this I would need to go to a branch. Apparently remote assistance was not an option, even though I could verify every detail requested including a security check.

I emailed my "personal banker" (who it turns out is no longer my personal banker). After 1st trying to pass the buck to someone else, he went stony silent when I reverted back to him. I subsequently found that out he is no longer my "personal banker" because my product is no longer "Prestige". A year ago I converted my product from "Prestige" to "Consolidator", yet my banking profile still shows his details? A polite reply would have sufficed; ignoring me was just plain rude.

On to Twitter messaging, passed the "20+ Questions" test, but was eventually directed to call "online banking"... except the number I was given is the ***** contact number!? The phone system then informed me that I should... call Helpdesk!?!?

This morning my Internet Banking also stopped working... similar "mismatched details" issue...

I conceded that my only option would be to go to a branch. After a 40+ minute wait (likely because all the people waiting could also not be helped remotely??), I was finally(!!) assisted by a helpful and enabled service agent. My app and Internet access are now functioning again.

Root cause. I should have been using the original ATM card number that was used when I first registered... i.e. an "ancient" long-forgotten card rather than any of my currently active cards???

This encounter was incredibly time-consuming, frustrating, and devoid of anything that made me feel that I was valued as a customer. Rather than the fault of individuals, it seems that Standard Bank's customer service processes are unacceptably bad -- even more so when compared to their competitors. Food for thought?