Hellopeter
Share Your Experience
WT
Wayne T

1 reviews | Active since Sept 2018

28 Sept 2018, 15:41

Account debited for 35 times

Hi. I'm writing this complaint on behalf of my father who is currently Ill and had to go on early retirement because of his condition. He has an account with Capitec bank who debits his Standard Bank account for a personal loan. He has never skipped a payment prior to going on retirement. He informed Capitec that he is in the process of going on retirement and if they can stop debiting his Standard bank account, they informed that they do not stop debit orders even though he showed them all his documentation of retirement and UIFand that he will settle his account once he has received his payout. He then went to standard bank and ask them to assist. They too could not assist because the debit order needed to be cancelled from Capitec. There were no funds in the account and Standard Bank allowed Capitec to debit his account 35 Times from the 07/08/2018 to the 18/08/2018 resulting in banking charges of R5829.79. When my father received his UIF Standard Bank took the entire amount because no one can assist with stopping a debit order. How does my father pay his account if he has to pay banking charges of R5000.00 +, how does he servive. Is this even lawful? Is this the way banks make their money by cheating their customer of over 30 years of their UIF payments for banking charges? Does no one monitor these accounts? FYI: These debit orders are still going off on his account which means they will take his next UIF payment as well.

0
Replies (2)
Standard Bank
Standard Bank's reply28 Sept 2018, 15:56
Official

Thank you for posting your comment.

We assure you that as an organization we are committed to providing the best possible service and assure you that this will be addressed as a matter of urgency.

We apologize for the inconvenience and undue frustration, this has caused.

We greatly appreciate your continued support

Kind regards

Complaint Resolution Centre
***
*** (fax)
***

WT
Wayne T's update03 Oct 2018, 15:00
Reviewer Update
Wow what an experience with Standard Bank. I was contacted by Nkululeko Sithole who said he can not assist with the debit orders and that I should contact the call center which I did. I was then also explained by the call center that they can only log a call and request that the debit order fees be reversed but is not guaranteed. I have mitigating documentation from Capitec that they are investigating a claim as well as retirement letters that there will be no funds in the Standard Bank account also a cancellation letter from one institution. Yet standard bank allows the debit order to go off every week. Once again the account in reflecting a balance of -R1638.00. But there is no funds in that account. We have informed that there is no funds in the account. We have given proof that there will be no funds in the account but you continue to allow the debit order to go off on the account and profiting from service fees for unpaid debit orders. Capitec informed that they are unable to cancel the debit order because it is an automated system due the account being in arrears. We were also requested to go to the Standard Bank Branch in Lenasia so that we can provide the Branch Manager with the documents and maybe he can assist to motivate the reversal of the service fees. But guess what. I could only speak to a consultant by the name of Shanuaaz Akoojee who informed that the Manager Celvin Phaswana is not available today and she can show him the docs when he becomes available. We offered to wait but were informed that we will not be able to see. Wow! for a company that prides itself with excellent service. I must say that this is a lie. Please bear in mind that my father has been banking with Standard bank for more than 30 years. Now according to the Ombudsman for banking services which states that According to the PASA rules, if an eft debit order is unpaid on two consecutive occasions for lack of funds, the user must remove it from the system. It has been more than 40 times now. Also a customer can give their bank (the homing bank ) a written payment instruction to prevent a debit order for a specific amount being processed on the account (my father was never given this option) . Banks can monitor user accounts for repeated abuse of the debit order system and are encouraged to take appropriate action when necessary. What happened to the code of banking practice and integrity? Disgusted!!!!