STANDARD BANK VAF NATIS Documents Collection

I got an email that my NATIS documents are ready for collection at 33 Baker Street Rosebank. I drove from Centurion. On arrival, I statement my business and show them my email (I have my license and ID incase they want proof of identification). The lady tells me she cant help me because whoever was assisting me logged an incorrect reference number. At this point, my question is - How am I to know which reference number is correct? Are my documents here or not? She answered that my documents are there, but she cant assist me because of the reference number. She also told me I must call customer care personally to log the request. OMG, still what reference number am I going to get? No clue? I must go back and come back another time when I have the correct reference number ( Mind you, I still don't have a clue what this reference number looks like). Alas, I sit there, and try to call the number she gave me. After waiting for 10-15 min to finally speak to a consultant. I tell her my issue(Thembeka is her name) and she tells me I called VAF I need to call customer care. People! I am at the VAF department to collect VAF related documents - why do I need to call customer care!?.

Long story short, I drove home without papers, reference number and my excitement down the drain.

Poor customer experience coupled with poor customer service.