Standard Bank Keeps Closing My Loan Application Without Even Checking My Documents

I have now attempted three separate times to open a new revolving loan account with Standard Bank, and the experience has been nothing short of shocking.

The Standard Bank app clearly states that if your bank statements are more than three documents, you can email them to ***. This is exactly what I did each time, because the app only allows three uploads. I followed the instructions in the screenshot attached, and even sent a supporting PDF via the app itself telling them to check the email address where the documents were sent. Yet Standard Bank simply ignores it.

Each time, after a few days, the application is quietly closed with absolutely no communication, no email, and no confirmation that the documents were received or reviewed. Nothing at all. I am expected to guess what went wrong, while they clearly are not checking the email address they themselves instructed customers to use.

To make matters worse, I tried helping them by uploading a PDF that literally tells them to look at the email for the documents I submitted. That, too, was ignored completely. It is obvious that no one is monitoring that email address or following the process they tell customers to follow.

This raises a serious question: How does Standard Bank expect to make money if their own staff cannot be bothered to process a simple loan application? It should not take three attempts, multiple emails, and uploaded reminders just to get someone to check an inbox.

I have wasted time, followed their instructions perfectly, and received absolutely no service in return. This is not acceptable for a bank of this size, and the lack of communication is incredibly unprofessional.

I hope someone senior sees this, because the current process is broken and customers are being let down badly.