Based on recent customer reviews, Standard Bank is described as an institution where routine banking tasks stall for weeks or months. Frozen accounts, unresolved unauthorised transaction claims and unanswered escalations dominate the feedback. Individual branch consultants earn genuine praise by name, yet customers consistently report that one helpful person cannot offset the delays and dead ends experienced across departments.
Top Strengths:
- •Staff & Branch Experience: The strongest area, driven almost entirely by individual consultants named in reviews for patience and initiative. Staff & Branch Experience (1.3) still sits low because long queues, redirected customers and dismissive front desk conduct feature far more often than the praise.
Replied to 98% of negative reviews
Reply time on negative reviews: 2h 29m
TrustIndex
3.4
Ranking
#2
in Banking
Reply Time
2h 29m
NPS Score
-59
Recommended: Unlikely
Replied to 98% of negative reviews
Reply time on negative reviews: 2h 29m
Nov '25 - Oct '26
Frequently Asked Questions About Standard Bank
What do customers say about Standard Bank?
Based on recent customer reviews, Standard Bank is described as an institution where routine banking tasks stall for weeks or months. Frozen accounts, unresolved unauthorised transaction claims and unanswered escalations dominate the feedback. Individual branch consultants earn genuine praise by name, yet customers consistently report that one helpful person cannot offset the delays and dead ends experienced across departments.
What is Standard Bank's biggest strength?
Standard Bank's biggest strength, according to Hellopeter's AI analysis, is Staff & Branch Experience. The strongest area, driven almost entirely by individual consultants named in reviews for patience and initiative. Staff & Branch Experience (1.3) still sits low because long queues, redirected customers and dismissive front desk conduct feature far more often than the praise.
What are the most common complaints about Standard Bank?
The most common complaint about Standard Bank, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Communication. The weakest theme. Customer Service & Communication (0.8) reflects long hold times on paid airtime, dropped calls, promised callbacks that never arrive and repeated assurances that a matter has been escalated without any written outcome ever following.
How does Standard Bank compare to other Banking companies?
Standard Bank scores 1 out of 5 on Hellopeter's AI analysis of service quality in Banking, compared to the Banking industry average of 1.3. Their strongest theme is Branch Experience (1.3); their weakest is Customer Service (0.8). The top AI-rated Banking business on Hellopeter is GoTyme Bank | Formerly TymeBank (3.1). How is the AI Score calculated? →
Is Standard Bank trustworthy?
Standard Bank has a TrustIndex of 3.4 out of 10 on Hellopeter, based on 3,146 reviews in the last 12 months. They reply to 98% of negative reviews, typically within 2 hours 29 min. Hellopeter has tracked Standard Bank across 53,198 total reviews. How is the TrustIndex calculated? →
Recent reviews (3,146)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Unfair honouring fee charged due to bank system glitch
Standard Bank system glitch charged me (a struggling student) unfair R125 honouring fee. On 24 October, I authorized an Amazon purchase via the app with a fully sufficient balance. The bank immediately deducted the funds, dropping my balance. On Monday 26 October, the bank's processing system failed to match the final clearing file to the already-deducted funds, treating it as a new unarranged transaction and penalizing me R125. I tried filing a complaint and the bank's frontline customer care has been repeatedly sending me a copy and paste rejection without auditing the technical authorization timestamps. I need a full reversal of the R125.
1 reviews | Active since Oct 2026
Unfair honouring fee charged due to bank system glitch
Standard Bank system glitch charged me (a struggling student) unfair R125 honouring fee. On 24 October, I authorized an Amazon purchase via the app with a fully sufficient balance. The bank immediately deducted the funds, dropping my balance. On Monday 26 October, the bank's processing system failed to match the final clearing file to the already-deducted funds, treating it as a new unarranged transaction and penalizing me R125. I tried filing a complaint and the bank's frontline customer care has been repeatedly sending me a copy and paste rejection without auditing the technical authorization timestamps. I need a full reversal of the R125.
1 reviews | Active since May 2016
What has Happened to Standard Bank ?
So I get threatened with legal action because of an outstanding amount on a Garage Card that I last used in 2009 I call ***to settle the amount, only to be be told that I have x2 Garage cards that need to be settled Really? Two Garage cards?…HOW? Amount 1 for Garage Card 1: R3241.16 Amount 2 for Garage Card 1: R659.80 I pay both these amounts, get the SMS that reflect payment has come of, check account and both amounts have come off I then ask if I can shut the garage card accounts because I last used the facility 17 years ago (lets not talk about the R30 000 charges over 17 years on a card that I have not used) Can I SHUT THE CARDS PLEASE:….“Yes sir you can shut them, but please call back tomorrow to cancel the accounts” This morning I called only to be told that amount 2 (R659.80) has not been settled, BUT IT HAS, my account reflects the same NO ONE seems to know what is going on at SB, where is the service, especially after I have been a loyal SB customer for so many years I am truly disappointed Where to form here? PS Every day I call the bank and of the 3 different agents I spoke to, each one had a different story...they were not aligned in any way. " Sir you have one card"....."Sir you have 2 cards"......sir this, sir that. ARGHHHHHHHH!!!! are these people not looking at the same screen???????? Seriously considering moving banks!
1 reviews | Active since May 2016
What has Happened to Standard Bank ?
So I get threatened with legal action because of an outstanding amount on a Garage Card that I last used in 2009 I call ***to settle the amount, only to be be told that I have x2 Garage cards that need to be settled Really? Two Garage cards?…HOW? Amount 1 for Garage Card 1: R3241.16 Amount 2 for Garage Card 1: R659.80 I pay both these amounts, get the SMS that reflect payment has come of, check account and both amounts have come off I then ask if I can shut the garage card accounts because I last used the facility 17 years ago (lets not talk about the R30 000 charges over 17 years on a card that I have not used) Can I SHUT THE CARDS PLEASE:….“Yes sir you can shut them, but please call back tomorrow to cancel the accounts” This morning I called only to be told that amount 2 (R659.80) has not been settled, BUT IT HAS, my account reflects the same NO ONE seems to know what is going on at SB, where is the service, especially after I have been a loyal SB customer for so many years I am truly disappointed Where to form here? PS Every day I call the bank and of the 3 different agents I spoke to, each one had a different story...they were not aligned in any way. " Sir you have one card"....."Sir you have 2 cards"......sir this, sir that. ARGHHHHHHHH!!!! are these people not looking at the same screen???????? Seriously considering moving banks!
1 reviews | Active since Dec 2021
Sudden Cessation of SMS Notifications for Linked Account
Good day, I am extremely frustrated with the SMS notification issue on one of my daughters' Standard Bank accounts. I am the legal signatory on both accounts, and both are linked to the same cellphone number. I receive SMS notifications for one account as normal, but the other suddenly stopped yesterday. This clearly shows that my number is not the problem. My number has been confirmed as correct and the SMS service is active, so I need Standard Bank to investigate the actual cause and resolve this issue remotely. I have debit orders going off the account and need to monitor all incoming and outgoing transactions. I cannot keep visiting branches, sometimes twice a week, for a problem that should be fixable without me having to come in it was working before and just stopped / I don't have anything blocked also we checked up. Please escalate this matter to the relevant technical team and provide a proper solution instead of repeating that my number is correct. I need both accounts to send SMS notifications to my number as expected. If Standard Bank cannot resolve this basic service issue, I will seriously consider moving my daughters' accounts to another bank. I expect this matter to be taken seriously and resolved as soon as possible.
1 reviews | Active since Dec 2021
Sudden Cessation of SMS Notifications for Linked Account
Good day, I am extremely frustrated with the SMS notification issue on one of my daughters' Standard Bank accounts. I am the legal signatory on both accounts, and both are linked to the same cellphone number. I receive SMS notifications for one account as normal, but the other suddenly stopped yesterday. This clearly shows that my number is not the problem. My number has been confirmed as correct and the SMS service is active, so I need Standard Bank to investigate the actual cause and resolve this issue remotely. I have debit orders going off the account and need to monitor all incoming and outgoing transactions. I cannot keep visiting branches, sometimes twice a week, for a problem that should be fixable without me having to come in it was working before and just stopped / I don't have anything blocked also we checked up. Please escalate this matter to the relevant technical team and provide a proper solution instead of repeating that my number is correct. I need both accounts to send SMS notifications to my number as expected. If Standard Bank cannot resolve this basic service issue, I will seriously consider moving my daughters' accounts to another bank. I expect this matter to be taken seriously and resolved as soon as possible.
1 reviews | Active since Jun 2026
CURSED HONOURING FEES!!!
By honouring a payment (fee of R150), Standard Bank is not doing me any favours but instead causing me great frustration-should there not be enough funds just let it be and charge the "unpaid item" fee. FYI, the shortfall in regards to funds in my account for the "honoured" payment was not due to my negligence - as I have pointed out in my numerous conversations with their consultants, who promise to call with feedback but never do. I have 3 queries going on with Standard Bank, of which 0 has been resolved and each time you call them you will have to relate the whole drama to every single consultation you get transfered to. All I want returned is what is mine thank you!
1 reviews | Active since Jun 2026
CURSED HONOURING FEES!!!
By honouring a payment (fee of R150), Standard Bank is not doing me any favours but instead causing me great frustration-should there not be enough funds just let it be and charge the "unpaid item" fee. FYI, the shortfall in regards to funds in my account for the "honoured" payment was not due to my negligence - as I have pointed out in my numerous conversations with their consultants, who promise to call with feedback but never do. I have 3 queries going on with Standard Bank, of which 0 has been resolved and each time you call them you will have to relate the whole drama to every single consultation you get transfered to. All I want returned is what is mine thank you!
1 reviews | Active since Jul 2010
*** account paid up , no paid up letter sent nor natis documents arranged
How this deplorable bank rates among the largest in south Africa confuses me. The level of deplorable service really amazes me but not in the awe inspiring way. I requested a settlement amount for my *** account and clearly stipulated in my mail that the documentation (natis document ) should be arranged, account closure settled (paid up letter) and debit order canceled on their end. Standard bank's response on mail was "payment is allocated regards ***". Somewhat of a clever way to dodge personal responsibility by having no individual name assigned to the sent mail, however the response is a reflection of the pathetic service and the ability to carry out requests reflecting on standard bank. As I stated on my mail if standard bank attempts to debit my account with the installment this month I will escalate this matter to the ombudsman. If I receive no further feedback regarding a paid up letter and arrangement of natis document to be sent I will flag this ********* banking practice to the fullest.
1 reviews | Active since Jul 2010
*** account paid up , no paid up letter sent nor natis documents arranged
How this deplorable bank rates among the largest in south Africa confuses me. The level of deplorable service really amazes me but not in the awe inspiring way. I requested a settlement amount for my *** account and clearly stipulated in my mail that the documentation (natis document ) should be arranged, account closure settled (paid up letter) and debit order canceled on their end. Standard bank's response on mail was "payment is allocated regards ***". Somewhat of a clever way to dodge personal responsibility by having no individual name assigned to the sent mail, however the response is a reflection of the pathetic service and the ability to carry out requests reflecting on standard bank. As I stated on my mail if standard bank attempts to debit my account with the installment this month I will escalate this matter to the ombudsman. If I receive no further feedback regarding a paid up letter and arrangement of natis document to be sent I will flag this ********* banking practice to the fullest.
1 reviews | Active since Feb 2022
SB customer service
I have been with standard bank all my life and how the customer service declined over the years is laughable. Firstly tried to close my standard bank account and was denied because I didn't have my *** with me. I had my passport and drivers license but that wasn't enough. My *** was lost so now I had to wait for a new ***, while bank charges piles up! After 2-3 months I managed to close accounts except for credit account due to a balance that I had to pay. After paying the amount multiple times with different methods as advised by SB, the money never left my account. By this time I had a new settlement amount to pay wich I paid cash at the branch only to be told after spending hours on hold by an advisor that the settlement amount given to me is wrong. This is unbelievable and I would not recommend this bank to my worst enemy. So disappointing
1 reviews | Active since Feb 2022
SB customer service
I have been with standard bank all my life and how the customer service declined over the years is laughable. Firstly tried to close my standard bank account and was denied because I didn't have my *** with me. I had my passport and drivers license but that wasn't enough. My *** was lost so now I had to wait for a new ***, while bank charges piles up! After 2-3 months I managed to close accounts except for credit account due to a balance that I had to pay. After paying the amount multiple times with different methods as advised by SB, the money never left my account. By this time I had a new settlement amount to pay wich I paid cash at the branch only to be told after spending hours on hold by an advisor that the settlement amount given to me is wrong. This is unbelievable and I would not recommend this bank to my worst enemy. So disappointing
1 reviews | Active since Jul 2014
***** with no help and I'm pregnant and in distress
Shocking levels of ***** that Standard Bank failed to block. Over 19 transactions occurred before I received a notification and blocked my card myself. Now the ***** division demands I go to the police with statements. But the credit division can't or won't issue me statements because my card is blocked so they won't process my case and have taken all of my money and left me with nothing. I am pregnant and this is causing incredible distress and no one is helping me.
1 reviews | Active since Jul 2014
***** with no help and I'm pregnant and in distress
Shocking levels of ***** that Standard Bank failed to block. Over 19 transactions occurred before I received a notification and blocked my card myself. Now the ***** division demands I go to the police with statements. But the credit division can't or won't issue me statements because my card is blocked so they won't process my case and have taken all of my money and left me with nothing. I am pregnant and this is causing incredible distress and no one is helping me.