This bank does not care about its customers.

I got married in 2019 and changed my surname. In 2021 or 2022, my credit card expired and I successfully got a new card just by going into the branch with my ID. No other documents were required.

Today, my debit card expires, so I went in again in order to get a new card. I was then informed that I need to produce my original marriage certificate in order to get a new card. My husband is currently overseas and the certificate is locked in his work office.

What is absolutely ridiculous is that I have a valid ID that proves my change of surname and also clearly shows my same ID number (which proves I am the same person).

What is the point of banks (including Standard Bank) being linked to home affairs if they are not willing to verify marital status by using my finger prints or my ID card? Furthermore, I have a copy of the said marriage certificate in my emails, but of course that is also not accepted.

What is even more ridiculous, is that if the person behind me wants to open a new bank account, he can do so without his marriage certificate. But they expect a current and loyal customer to now survive weeks without a bank card unless they jump through bureaucratic hoops?

Absolutely disgusting - I will be closing both my accounts with Standard Bank unless they are willing to assist me with this problem today. I am not, however, holding my breath.