Standard Bank ***** Division

I logged a ***** case on behalf of my elderly mother on the 22nd January 2020. Her credit card was de*****ed on the 22 January 2020 at 16.21 pm . At approximately 16.43 pm a mere 25 minutes after the ********** event occurred i called to stop the transactions. At this stage all 4 ********** transactions were pending approval as they were more than her allocated credit card limit. I was told that it takes 5 working days for Standard Bank to give the outcome of the case. I called this morning and was told a case manager will get back to me...I am still waiting for the telephone call. When calling in to Standard Banks ***** department i wait at least 10 minutes to be transferred to an agent. Your voice prompt states ' please be patient we are experiencing high call volumes' - not good when you are trying to log or follow up a case. My mother is 81 years old, have you no idea the stress that she is enduring in awaiting for someone to call her back. Sorry but this is shameful service, my mother has banked with you since 1970 and held good investments with your institution. It would have been nice if someone had shown some empathy and concern in this regard but not even a phone call has been made to her from Standard Bank.