Standard Bank does not make recordings available as they say

I have encountered ongoing issues with my cheque card. On Saturday, 31 January 2026, I visited the branch, where a staff member informed me that the middle ATM was problematic. Consequently, I tried another machine, making four unsuccessful attempts in total before going to the branch for assistance. The branch appeared to be inefficiently managed; an advisor repeatedly walked back and forth, once to copy or scan documents, then to obtain a wet wipe, and again to retrieve toilet paper to clean the glass—all while the bank was crowded. This experience gave the impression that the staff were not attentive to customers who were frustrated. As I did not have my phone with me and was frustrated by the staff's incompetence, I went home and tried to use the app to call the prestige banking division. The number is outdated, and my banker and the Pretoria North branch believe it is none of their business, as it is IT. My Prestige banker has also not responded to my request to correct it. After logging out and back in to record the correct number, I got in touch with someone who verified my identity and, after 24 minutes online, confirmed that there is nothing wrong with my card. The lady indicated that several cards are affected. My prestige banker and the Pretoria North (7 February 2026) branch confirmed that there is nothing wrong with my card, after initially trying to convince me that the PIN must be reset, and the chip is damaged. I have been making transactions regularly with this card, following the instructions from the Standard Bank staff. I have been requesting a copy of the recording since 31 January 2026, and Standard Bank informs you that it is available on request. My banker has since indicated that I would need a court order to obtain a copy. If Standard Bank were confident that they had not been fooling me, they should have made the copy available. I have since made a list of issues that require attention and spent another day at the bank, paying fees to get a service. I was now issued a debit card to withdraw cash, while I must use my cheque card to make transactions. Apparently, the debit card cannot be used. This is rather inefficient, given the fees I pay per month, to now have two (2) cards to use for transactions. All of this while my card is technically not defective. It must also be noted that the bank will have to carry the cost of the replacement card. I attempted to sort out emails from the home loan departments, as I am unable to access them using my ID number. This process took place at the branch, where I provided my right thumbprint twice and signed twice to authenticate. Despite these steps, authentication failed because the consultant in the home loan division asked me to provide my wife's ID number as an additional authentication measure. In my view, this practice is unnecessarily stringent, and many customers—including banking staff—might find it difficult to meet these requirements. Over a month ago, I requested information regarding the receipt of USD into my account. However, it appears that my banker and Mr. Coetzer have been focusing on other types of transactions rather than addressing my specific needs. To address this matter, I respectfully request a copy of the conversation that occurred on Saturday, 31 January 2026. I am formally seeking your assistance, as I have observed that multiple customers have experienced similar challenges with Standard Bank.