Standard bank have a secure message service on their internet banking site to which they are supposed to respond within 24 hours. A few weeks ago I filed a similar complaint when they took 5 days to get back to me. Yesterday I submitted a message and today (after the expiration of the 24hours) I spent one hour on the phone trying to track down why it was not done. Fifi at the Prestige line undertook to transfer me to the Newcastle Mall branch (you cannot phone them direct) and promptly transferred me to the wrong branch. I eventually got the direct line for the Newcastle Mall branch and spoke with Ashika, who when I started getting annoyed, told me "I was shouting at the wrong person". I eventually got to speak to Bongane Msibi who is my business banker and asked why after emailing him yesterday, the transfer requested had not been done. He told me it was only 3 mins after the 24 hours and that it would be done today. This transaction was urgent yesterday and having to wait 24hours was annoying enough without being told he was "still switching on his computer" The service at Standard Bank has become absolutely shocking lately.
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