Utterly appalling and dis-satisfactory client service

Despite several attempts to convey my frustration (as well as that of other family members & friends) with the Standard Bank client services (more especially the so-called "private banking" services), I remain utterly disappointed. As a loyal, long-standing client who has my Home Loan and had my full banking suite under Standard Bank, I was forced to consider alternative financial support services to compensate for the deficit in banking support services.

I logged a call merely requesting clarity on a transaction on the 15th of April to my private banker, who responded on the 16th of April undertaking to attend to my request (since the transactional banker assigned to him) was away. I had no further response on Wednesday or Thursday (18th April), even after sending through a follow-up mail referencing our prior communication.

I then receive a feedback mail on the 21st of April stating that based on the depositor transaction label, it could be the company that I was trying to confirm payment from. After I requested a call-back, I received a call today in which I communicated my frustration regarding the unclear feedback on my assistance request. To my surprise, I was told that I should have rather called the private client centre line instead (and was directed to go through that route) as the helpline was designed to alleviate pressure of transactional enquiries being directed to private bankers (apparently quite overly capacitated with over a hundred clients). However, when questioning the role of the transactional bankers (alongside the private bankers) versus the private banking line, I was lectured as to how the banking services provisioning has evolved from past to present. Furthermore, that private bankers should rather be engaged for financial advice, forex purchases, balance sheet reviews etc ... as a better use of my private banking service fees.

It is highly frustrating and disappointing for Standard Bank's private banking clients to be treated so dismissively and to struggle to get the customer service they require. It seems as if the attention given when one is taking a loan / home loan/ car finance application etc. ... completely dissipates when a client is already enlisted and requires after sales support.

I was redirected to the said "Private Banking Client Centre" line and asked to re-authenticate (even though the private banker was the one who connected me through), which resulted in the call duration being over 30 minutes. To add insult to injury, I was then informed that the matter has still not been resolved, and a further client liaison officer will revert. (seemingly within the no-urgency timeframe that Standard Bank operates within.

Utterly appalled at this dissatisfactory Standard Bank Private Banking services ( and I shudder to think of what the average standard bank customer has to endure , if this is what private banking entails)