STANRD BANK POOR PROCEEDURES AND BADLY TRAINED STAFF

I am shocked appalled at the staffs lack of knowledge and Standard Banks lack of ability to assist me. I am stranded in Kenya and have misplace my ATM Pin ( pin is the same as what it was when I received the card). I have made nearly 10 international phones call to the customer care line only to find out in the end that I must know my PIN to change/reset my PIN.WHAT THE HELL??????

I started yesterday evening by calling ********** 701 and told them I had forgotten my pin, I was told no problem I am just to follow the voice prompts and this can be done. AT THIS STAGE I WAS NOT TOLD THAT THIS IS ONLY FOR CHEQUE AND CREDIT CARD AND NOT FOR DEBIT CARDS. The system kept telling me my information does not match which is obviously due to the fact that it was not for debit cards. Thinking I had made a mistake I continued to retry and call back several times.

Eventually I called and spoke some else, again, and was told that this service was NOT for debit cards???????????. I was then told to speak to ONLINE BANKING and that they will assist me no problem. I was put through bot no one answered, the phone went dead eventually. I call back again twice and eventually spoke to Joseph May who told me that I simply have to mail a copy of my ID, front and back of the cars and a letter with 3 signatures to ********** only to be told right at the end of lengthy international call that it takes 7 days. I had explained to him that I was stranded, why did he not tell me that upfront?????????

I proceeded to voice my dissatisfaction and he assured me that he would escalate it. This morning I called again and spoke to the call centre again, after they couldn’t authenticate me successful I asked to speak to a supervisor. I was put through to Khodu who did authenticate me and at this stage I was under the impression that she could help, again right at the to be told that I need to know the original pin code for it to be reset or change, WTH. If I knew that code I would not be calling Standard bank COME ON?!?!?!?!?!?!? This means Standard bank CANNOT help me!!!!

1st of all the staff do not seemed to know the correct procedures and secondly I cannot understand the a Bank the size if Standard bank does not have a contingency procedure for some in my situation.

Due to the fact that I cannot be assisted and that I am highly disappointed that standard bank cannot help I am forced to move my account elsewhere. The fact that I am stranded seems to mean nothing to the bank, I am shocked at the lack of compassion. I suppose I am just another little customer you don’t need!!!!