Standard Bank Unacceptable Service

I app**** online for a Standard Bank Credit Card in October 2021. I was initially told that I was provisionally approved pending the submission of a few relevant docs. I sent these through via email but never received any feedback. A few weeks later I followed up, only to be told that I need to re-submit these docs(for whatever reason). This went on for a few more times, the process repeating itself , with the same outcome. Eventually ,I became impatient, and requested that the Card application be Cancelled. I never heard from Standard Bank again.

In the first week of January 2022 I noticed a decrease in my score on Clearscore, which I investigated. Supposedly, a Credit Card was allocated to me and sent to the The Pinecrest Branch in Pinetown. I called in the Standard bank Credit card Division who confirmed that the card was in Branch since the 10/12/2021. I was given no notification and wasn't even expectant of a Card as I had cancelled it. I decided that since it was already at the Bank , I may as well fetch it.

After reaffirming with the Call center that the card was at that specific Bank and I could claim it with my drivers license, I braved this Pandemic to sit in the queue for over and hour and a half, only for the Consultant after scrambling around looking for my Card only to tell me that the Card should be there but isn't. He called in the credit Card Dept, on my behalf , whilst in my presence , only to be told that they too don't know where the card is. This was another 45min wait! They resolved to cancel the missing card , and send a new one which I was told would be ready by the 14-01-2022 to collect from the Branch. To date, I did not receive any notification from the Branch, so on the 13-01-2022, I called in the Credit Card division again to check if the process was in play and everything was on schedule for me to fetch my card. The Consultant, after a 10 min hold on the call, informed me that she can see that a card was cancelled but a New card was never submitted!

This miserable service not only robs me of my time , which I lost calling in and then sitting in queues but also negatively impacts my Credit rating . It has also ****** me of the opportunity to do an application with a Bank that has more competent processes. I have since emailed the complaints division and am yet to hear back, but given the service I have received thus far, I wont hold my breath.