Hellopeter
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1 reviews | Active since Jul 2011

29 Aug 2022, 11:17

Apple Pay not working

All my Apple Pay transactions are declining whether I use them on my phone or watch. They used to work and I used them frequently in the past. I called the card division and also the authorisations team and neither could help me. I spent more than an hour on the phone with both asking me to go to a shop and try because it will work and it still doesn’t work. Immediately after the Apple Pay transaction fails, I try tapping my physical card and it works properly.

I even deleted it from my phone and watch and re-added it via the Standard Bank app but it still doesn’t work. The last reference I got was ***. Can this please be sorted out asap? It is highly frustrating that things that we use daily that always worked suddenly stops and no one can figure out why

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Replies (44)
Standard Bank
Standard Bank's reply29 Aug 2022, 11:59
Official
Dear Adhil, 

Thank you for alerting us to this. We have escalated the matter to the relevant team so that we can ensure a speedy resolution. Please be on the look out for a call from our team. 

Kindest regards, Standard Bank Hello Peter Team *** 
Standard Bank
Standard Bank's reply29 Aug 2022, 15:34
Official
Good afternoon Adhil,

Due to a system update, your Apple Pay functionality may have been deactivated. Please reactivate your card to gain full access to the services. We sincerely apologize for the inconvenience that this has caused.

Alternatively, de-register your cards on Apple pay and reactivate the cards again. 

We apologize for the admin. 

Kindly let us know should the error still persist 


Kindest regards, Standard Bank Hello Peter Team *** 
's update29 Aug 2022, 15:37
Reviewer Update
Please indicate how I need to reactivate my card. As stated in my original complaint, I already deleted it from Apple Wallet and re-added it via the Standard Bank app. That didn’t fix the problem. Pls be clear as to how the reactivation of the card must be done.
Standard Bank
Standard Bank's reply29 Aug 2022, 16:41
Official
Good Day Adhil

Thank you for raising your concerns with us. 

We have escalated your matter and we can assure you that the relevant team has your query in hand and has prioritized a resolution for you. 

Our team will be in touch with further feedback. 

Kind regards 
Standard Bank Help Centre 
***
's update31 Aug 2022, 06:32
Reviewer Update
Please advise when I can expect feedback. Early last week I was promised feedback within 48 hours which didn’t happen. You guys are the complaints resolution team and yet you are not following up
Standard Bank
Standard Bank's reply31 Aug 2022, 07:41
Official
Hi Adhil

Thank you for bringing your concerns to our attention. 

Your concerns have been escalated to our management team. 

We appreciate your support and loyalty.  

Standard Bank Help Centre
 *** 

's update02 Sept 2022, 11:06
Reviewer Update
Still no response!!! Pathetic customer service
Standard Bank
Standard Bank's reply02 Sept 2022, 12:02
Official
Good day Mr. Sewpersadh

We truly apologize that feedback was not communicated by our online team. 

Kindly deactivate your card on Apple pay and link card again. It seems that all functions are active. 

Kindly let us know should this not be successful. 

Regards
Standard Bank Help Centre
*** 

's update02 Sept 2022, 14:11
Reviewer Update
I deleted my card from both my Apple Watch and phone. I added it again like you suggested and went to a shop. It declined yet AGAIN. Instead of you sitting on your backside and giving me generic responses, can you get this investigated??? If you read my original complaint I said that I deleted it from the wallet and re-added it. Yet you fail to read my actual complaint. This is now the third time I’ve done it and it still keeps declining. If you can’t get this resolved, you must issue me new card at YOUR COST.
Standard Bank
Standard Bank's reply02 Sept 2022, 14:19
Official
Good Day Mr. Sewpersahdh

Thank you for getting back to us. We will advise the digital team. 

We apologize for the delay in getting this matter resolved. 

Regards
Standard Bank Help Centre
*** 
's update02 Sept 2022, 21:54
Reviewer Update
Do yourself a favor and escalate this directly to your IT team. I don’t have any faith in your digital or online teams to do anything. I spent more than an hour on the phone with them only for them to tell me to delete the card and re-add it which obviously hasn’t worked. If you don’t get a resolution from the IT team on Monday then arrange for a replacement card at Standard Banks expense. I should not be inconvenienced for issues on the standard bank system. This is absolute bull**** that I being bounced from department to department and having to wait indefinitely for this to be resolved
's update06 Sept 2022, 13:43
Reviewer Update
Please indicate by when I can expect feedback
Standard Bank
Standard Bank's reply06 Sept 2022, 14:00
Official
Good Day Adhil

Thank you for raising your concerns with us. 

We have escalated your matter and we can assure you that the relevant team has your query in hand and has prioritized a resolution for you. 

Our team will be in touch with further feedback. 

Kind regards 
Standard Bank Help Centre 
***
's update06 Sept 2022, 14:06
Reviewer Update
I am asking for a timeline. Surely you know whether it takes 8, 12 or 24 hours, etc. From the start of my complaint I only got vague answers. Can you give me a firm answer as to when this will be resolved?
Standard Bank
Standard Bank's reply06 Sept 2022, 14:11
Official
Good Day Adhil

We have sent an urgent request to our IT department. 

We will keep you posted.

Kind Regards 
Standard Bank Hello Peter Team 
***
's update12 Sept 2022, 10:38
Reviewer Update
One week has passed since your “urgent” request to IT but I still don’t have a response. If you can’t resolve this, then issue me a new card at YOUR COST
Standard Bank
Standard Bank's reply12 Sept 2022, 10:52
Official
Hi Adhil

We appreciate you flagging your concerns with us.

Your concerns have been escalated to our management team. 

We appreciate your patience and understanding.

Standard Bank Help Centre
 ***

's update13 Sept 2022, 10:14
Reviewer Update
How long am I expected to wait for feedback? This complaint is over two weeks old and all I have is generic responses. Are you guys serious about customer care or would you prefer that I move all my accounts to another bank?
Standard Bank
Standard Bank's reply13 Sept 2022, 11:18
Official
Hi Adhil

Thank you for alerting us to this. We have escalated the matter to the relevant team so that we can ensure a speedy resolution. 

Please be on the look out for a call from our team. 

Kindest regards, Standard Bank Hello Peter Team*** 

's update14 Sept 2022, 19:04
Reviewer Update
What on earth will it take to get a response from you guys???? Two and a half weeks gone. No feedback. No call as promised. Do yourself a favor and don’t waste your time sending a generic response. If you don’t have actual feedback, don’t respond to me at all. I will gladly move to FNB where they actually take customer satisfaction seriously
Standard Bank
Standard Bank's reply15 Sept 2022, 08:04
Official
Good Morning Adhil

Thank you for raising your concerns with us.

We have escalated your matter and we can assure you that the relevant team has your query in hand and has prioritized a resolution for you. 

Our team will be in touch with further feedback. 

Kind regards 
Standard Bank Help Centre 
***
's update19 Sept 2022, 08:21
Reviewer Update
THREE WEEKS GONE. Still not sorted out
Standard Bank
Standard Bank's reply19 Sept 2022, 08:28
Official
Good Day Adhil

Thank you for raising your concerns with us.
 
We have escalated your matter and we can assure you that the relevant team has your query in hand and has prioritized a resolution for you. 

Our team will be in touch with further feedback. 
Kind regards 
Standard Bank Help Centre 
***
's update19 Sept 2022, 08:47
Reviewer Update
Give me a date by which this will be resolved. I have had enough generic responses from you guys with empty promises. I haven’t received a single call as promised a few times. I have been told this will be looked at urgently. Clearly standard banks definition of urgent isn’t the same as the rest of the world.

Give me a firm date for when this will be resolved. As stated many times, if you can’t sort it out, replace my card at your cost
Standard Bank
Standard Bank's reply19 Sept 2022, 09:03
Official
Good Day Adhil 

We will get our consultants to revert to you.

Kind Regards 
Standard Bank Hello Peter Team
***
Standard Bank
Standard Bank's reply19 Sept 2022, 14:58
Official
Good day Adhil

Thank you for taking our call earlier today, I have just requested an update from the Digital team, they have appointed one of their consultants to provide us with feedback. 

I did not want to contact you with no proper feedback. Please allow me until the end of the day to get back to you. 

Standard Bank Hello Peter Team
***
's update21 Sept 2022, 08:35
Reviewer Update
Still awaiting your feedback
Standard Bank
Standard Bank's reply21 Sept 2022, 10:20
Official
Dear Adhil

On our end, we've taken note of the delay. We apologise; we have asked for comments from our stakeholders no later than today.

Our team will be in touch.

Kindest regards, Standard Bank Hello Peter Team*** 
Standard Bank
Standard Bank's reply22 Sept 2022, 16:18
Official
 Dear Adhil
Thank you for being so patient with us in assisting with resolving this matter. 
We are glad that the matter has been resolved. 
Thank you for being a valued client. 
If you need any further assistance, please don’t hesitate to reach out to us.

Kindest regards,Standard Bank Hello Peter Team*** 
's update27 Sept 2022, 11:08
Reviewer Update
Hi. I am able to tap using my phone and watch now but Apple Pay isn’t using the same rules as my card. It allows me to tap for any amount WITHOUT needing a pin. That is, no PIN is requested for amounts above R500. If I use my physical card at the same device for the same amount, it asks for a PIN. This is extremely dangerous. Can this be sorted out?
Standard Bank
Standard Bank's reply27 Sept 2022, 14:10
Official
Hi Adhil

We appreciate your enquiry on the matter. You would have to set the apple wallet's restrictions since Apple Pay is a cardless device.

Please confirm if a standard limit has been actively established on the app.

Kindest regards,Standard Bank Hello Peter Team*** 
's update27 Sept 2022, 19:14
Reviewer Update
Please advise where limits for Apple Wallet restrictions must be set. I searched the Standard Bank app and iOS but can’t find any where to set a point of sale tap and go limit for not entering a PIN. All forums I read say that the card issuing bank controls this. My physical card enforces the limit such that any amount tapped over R500 asks for a PIN. It’s the Apple Pay tap that allows any amount. I am more than happy to change the settings if it’s something I can do in the banking app or my settings but please advise where this needs to be done.
Standard Bank
Standard Bank's reply28 Sept 2022, 07:50
Official
Good Morning Adhil

Thank you for raising your concerns with us. 

We have escalated your matter and we can assure you that the relevant team has your query in hand and has prioritized a resolution for you. 

Our team will be in touch with further feedback. 

Kind regards 

Standard Bank Help Centre 
***
's update30 Sept 2022, 10:20
Reviewer Update
Please advise when I can expect feedback. I hope it’s not going to take another month
Standard Bank
Standard Bank's reply30 Sept 2022, 10:27
Official
Good Day Adhil

Thank you for raising your concerns with us. 

We have escalated your matter and we can assure you that the relevant team has your query in hand and has prioritized a resolution for you. 

Our team will be in touch with further feedback. 

Kind regards 
Standard Bank Help Centre 
***
's update11 Oct 2022, 22:43
Reviewer Update
I still haven’t received a response from you. I am not sure what “urgent” and “escalating” means to Standard Bank but it’s definitely not the same for the rest of the world. I did a purchase of over R5,000 and used Apple Pay. No pin was requested. Transaction was approved. This is EXTREMELY dangerous. Why isn’t your Apple Pay implementation following the normal rules of the card??
Standard Bank
Standard Bank's reply12 Oct 2022, 07:28
Official
Hi Adhil

 We will get our consultants to revert to you. We apologise for the delay getting back to you.

Kind Regards 
Standard Bank Hello Peter Team
*** 
's update14 Oct 2022, 08:41
Reviewer Update
I must commend you guys on your efficient response times. It’s only SEVEN WEEKS and my complaint is still NOT resolved. Pathetic
Standard Bank
Standard Bank's reply14 Oct 2022, 16:35
Official
Hi Adhil

We apologise for the delay getting back to you. The matter has been escalated and we will get back to you once feedback is provided.

We appreciate your support and loyalty. 

Standard Bank Help Centre
 ***



's update20 Oct 2022, 06:29
Reviewer Update
Still no feedback. It’s only been about EIGHT weeks. Are you guys trying to break the record for longest open complaint on Hello Peter?
Standard Bank
Standard Bank's reply20 Oct 2022, 07:43
Official
Good Morning Adhil 

We sincerely apologize for the delay caused in this regard.

We have requested our team to look into this matter and revert.

Please be on the look out for our communication.

Kind regards

Standard Bank Help Centre
***
 


Standard Bank
Standard Bank's reply27 Oct 2022, 11:56
Official
Good day Adhil

We regret the delay in responding to your second inquiry.

We have validation from our digital team and IT.

The POS would not ask for a pin after scanning your cardless device when using Apple wallet or Apple pay because authentication is necessary on the device before processing the payment.

The cardless gadget deviates from the tap and pay since each have unique ways of verifying transactions. 
 
Regards,
Standard Bank Help Centre
*** 
 
's update27 Oct 2022, 12:02
Reviewer Update
So are you saying that Standard Bank’s implementation of Apple Pay allows a transaction with ANY amount to be approved without a PIN? Do you guys even understand how risky that is? Why hasn’t your risk officer not picked up on this? Other banks don’t work this way. And Standard Bank used to enforce a PIN on transactions over R500. Why has this changed?
Standard Bank
Standard Bank's reply27 Oct 2022, 12:53
Official
Dear Adhil

Thank you for alerting us to this. 

We would like to make sure your matter is resolved as a priority. 

We have reached out to the relevant team so that we can ensure a speedy resolution. 

Kindest regards
Standard Bank Hello Peter Team 
***