Dissatisfaction

Dear Standard Bank Team,

I hope this message finds you well.

I am writing to formally raise a concern regarding my Standard Bank funeral policy, which I opened via the banking app in May 2025. The first debit order was processed on May 23rd. However, in June, I cancelled the policy using the same app I used to open it. Despite this, another debit order was processed on June 24th.

I contacted your call centre for clarity and was told that the cancellation was unsuccessful and that I would not be refunded. This response is deeply disappointing and unacceptable.

If your app allows me to open a policy successfully, it should also allow me to cancel it successfully. The fact that I am now being charged for a debit order that should have been stopped — and am further expected to bear the cost of a stop order on a policy I already cancelled — is extremely frustrating and unfair.

I request a full refund of the June debit amount, as I acted in good faith and cancelled the policy via the provided platform. I also urge you to investigate why the debit order was not processed and ensure this issue is resolved promptly.

I look forward to your urgent response and a resolution to this matter.

Kind regards, Nomthandazo Sello