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DR
Duncan R

1 reviews | Active since Jun 2009

15 Oct 2024, 15:50

Be WARNED: Huge Standard Bank Travel Insurance *****

Huge Travel Insurance ***** happening with Standard Bank automatically taking R1100 every time you book a flight, without a mandate. This happened to me three times. And after canceling my card, the ***** department investigated and said it had been taken off by the airline. After hours and hours of investigation I found that it has in fact been take off by Standard Bank automatically through their third party Brytes Insurance. It has taken me nearly a month and half to get a resolution and hours and hours of my time. Everyone at Standard Bank MUST check their statement after booking a flight as I am sure many many people are affected by this when they probably think this is something added by the airline when it is actually taken directly off your account without your consent by Standard Bank themselves. I would like answers to the following: 1. With all the new consumer acts how can they allow access to our accounts by third-part insurance companies? 2. Why did their ***** department dismiss this and lie to me that it was taken off by the airline, which it clearly was not and taken off directly by Standard Bank themselves. 3. Why are there no checks and balances in Standard Bank so that every transaction of this nature has to have a security check/code?

It is unbelievable that they can still allow things like this to happen without people's consent. This is huge and must face a full investigation.

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Replies (11)
Standard Bank
Standard Bank's reply15 Oct 2024, 16:12
Official
Good day Duncan.

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. 

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

Kindest regards
Standard Bank Hello Peter Team 
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DR
Duncan R's update15 Oct 2024, 16:17
Reviewer Update
This needs to be handled at the highest level of Standard Bank. There are clearly some huge issues here with the who can access our accounts without our consent.
Standard Bank
Standard Bank's reply15 Oct 2024, 18:10
Official
Good day Duncan.

The matter is being treated as a priority and our team is ensuring that it is resolved timeously . 

We will revert with feedback as soon as possible . 

We appreciate your patience. 

Kindest regards 
Standard Bank Hello Peter Team 
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DR
Duncan R's update15 Oct 2024, 19:26
Reviewer Update
I'm glad to hear this but the worry is that without consent, Standard Bank itself, can take money out of our account to a third party without an approval or pin. This is against all the consumer acts. How dare you share my details with 3rd parties. . How dare your Card Division and the ****** department cover this up and say it wasn't your fault. This is a big worry for all those who bank with Standard Bank as our our accounts are not secure.
Standard Bank
Standard Bank's reply16 Oct 2024, 07:21
Official
Hi Duncan

Thank you for bringing this issue to our attention. 
 
 As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of. 
 
 We sincerely apologize for any inconvenience or unwarranted frustration this has given you. 
 
 Kindest regards, 
 Standard Bank Hello Peter Team 
 *** 
DR
Duncan R's update16 Oct 2024, 10:21
Reviewer Update
As a customer of Standard Bank, I have certain rights under South African law, including the Consumer Protection Act (CPA), the Banks Act, and the principles established under the Financial Advisory and Intermediary Services Act (FAIS Act). Specifically:
1. Unauthorised Transactions: Under the CPA, I have the right to fair treatment and protection against unauthorised transactions. The Act stipulates that any service rendered to a consumer without their consent constitutes unfair conduct.
2. Banks Act Compliance: The Banks Act governs the operations of financial institutions in South Africa. Banks are obligated to act in good faith and must not process transactions on behalf of customers without their explicit consent.
3. Contractual Rights: Upon opening my account, I entered into a contractual agreement that clearly stipulates the terms governing my account and transaction rights. Any unauthorised withdrawal violates this agreement.
Furthermore, I would like to remind you that the Financial Sector Conduct Authority (FSCA) requires banks to take immediate action when a consumer reports an unauthorised transaction. I am still waiting for the reversal of one of the payments. This is nearly a month and half later.

Standard Bank
Standard Bank's reply16 Oct 2024, 10:57
Official
Hi Duncan

Please allow our team to look into the matter and we will get back to you.

Our team will be in touch.

Kindest regards, 
Standard Bank Hello Peter Team
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DR
Duncan R's update16 Oct 2024, 13:59
Reviewer Update
So I get a call from Standard Bank a day later after writing this on Hellopeter, someone called Gorden Bila. After getting an automated response yesterday with his email, I had sent him yesterday, at 4.30 pm, the correspondence relating to the an authorised travel insurance removed from my card three times (3 x R1100 by Standard Bank when I made a purchase of airline tickets. Despite him receiving my email with previous correspondence to the complaints department, he had no knowledge of the case when he phoned me in the afternoon, a day later. He clearly had not investigated and I am still waiting for my fully amount that Standard Bank took from my account without my consent. I would have thought that considering the nature of this and the huge implications for other customers, that he would have at least contacted me first thing in the morning. Standard Bank keeps putting these automated responses on Hellopeter but actually no one is taking control of their actions and getting my full money back. I hope one of the Directors of Standard Bank sees this and contacts me as soon as possible as having such a huge security breach in Standard Bank and our accounts is something that needs to be dealt with, with immediate effect.
Standard Bank
Standard Bank's reply16 Oct 2024, 14:15
Official
Good day Duncan.

The matter is being treated as a priority and our team is ensuring that it is resolved timeously . 

We will revert with feedback as soon as possible . 

We appreciate your patience. 

Kindest regards 
Standard Bank Hello Peter Team 
***
DR
Duncan R's update16 Oct 2024, 14:49
Reviewer Update
As I said this is not an isolated case. Seems that this is kind of the norm. What is worrying that an insurance company called Brytes - never heard of them until your customers service operative said this is where my money went to - is being informed about our airline ticket purchases without our consent and then slapping a huge R1100 premium automatically on to the purchase. This is *******. Please read this link from 2023 where R1100 was debited from her account. Everyone who has recently made an airline purchase should check their statements to see if money is automatically taken off their accounts: Dorothy B gave Bryte Insurance Company 1 star via @hellopetercom https://www.hellopeter.com/zurich-insurance-company/reviews/caution-with-standard-bank-and-bryte-travel-insurance-***
Standard Bank
Standard Bank's reply16 Oct 2024, 15:06
Official
Dear Duncan

Thank you for sharing this with us.

Please note that we have shared this matter with our Insurance team.

Kindly be on the look out for further feedback.

Kindest regards 
Standard Bank Hello Peter Team 
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