********, Unhelpful, Appalling Customer Service which results in fees of over R2500 accumulated.

I am extremely appalled at Standard Banks Service. I opened a student achiever account in 2020 before leaving for university in Spain, I made my banker aware that I was leaving the country for a minimum of 3 years and was reassured that everything would go smoothly and if I had ANY queries I would be assisted by the best. By the beginning of 2023 I was ready to close the account as I had no need for it anymore. Seeing as I was not able to come back into the country until 2024, I contacted the first of an endless amount of chat agents to close the account. I was informed numerous times that I would not be able to close the account with reasoning pertaining to the fact that I was not able to come into a branch in person. RIDICULOUS! After going in circles and having to explain my situation numerous times to numerous agents, I had received the bare minimum help.. I was able to go into the branch 2 months ago where I was greeted by the most uninterested, unhelpful, despondent banker I have ever encountered. Not only was he unable to advise me, let alone escalate the matter, he handed me a new card to my new account, activating the card but not having enough sense to link it to my account.. (I have no words) The following week I tried another branch out of desperation yet without any hope. I was told the following: 1. Upon opening the account my banker was not allowed in any way to advise me that Standard Bank was slowly doing away with their student achiever accounts OR that the account I was opening had a certain fee after I had turned 24. I was 23 when I opened the account.... 2. He informed me that he would escalate the matter (the amount of times I heard that phrase by now was driving me insane). 3. Apparently when I contacted them the first time in 2023, I should have been put through to the international department who would have advised me correctly. None of the agents I had spoken to hinted at an international department to assist me at any point. 4. I was told there was no guarantee that the fees (which at this point was over R2500) would be reversed, but to send through my documentation by that afternoon and it would take 2 days for a verdict. Needless to say he did NOT get back to me that afternoon in reply to my email. I then had to follow up with him in order to know that 'Unfortunately Miss Francis you have to pay the fees before closing the account.' To say I am angry is an understatement. I tried on multiple occasions to let my bank know that I needed the account close URGENTLY. The ignorance and lack of customer service is by far the worst I have experienced and will NOT be banking with Standard Bank anymore.