ATM Cash Jam

I am writing this on behalf of my grandmother since she can't take the frustration anymore. My grandmother tried to withdraw R1500 from a standard bank with her standard bank card on the 25th of March. There was shedding as the money was about to come out. The money did not come out but was taken from her account. She waited outside the atm until the electricity came back but still no money. I helped her call standard bank and at first the consultants (Naledi and Nthabiseng) did not want to assist her. They were telling her that she needs to go to the branch to log an ATM Claim query. We stay 60km away from the nearest branch that is no option. We then called again. And she was given a reference number and told that the case will be closed on the 1st of April and she will receive the money then. But there was still nothing. She received an SMS that the case has been resolved. But her money is still not back and no one called her. We then call again and they say that the call was not logged correctly the last time. And that she must wait another week. Even today still no money. All this time we were put on hold for more than 30 minutes. Why don't you just refund her money!? What is the delay for? Why must she wait weeks to get back her money? Do you want to send an old woman to an early grave? Stop being greedy and inconsiderate and REFUND her her money back. Stop making profit out of people s hunger. This is absurd and frustrating. The money is not yours. Bring is back. Stop incoveniencing your clients for your own faults. This is disgusting honestly. Your service is appalling.