CLIENT FOR OVER 20 YEARS - WORST SERVICE EVER FROM STANDARD BANK

Hopefully by posting this, I can get some luck and a positive outcome.

I have been banking with Standard Bank with the last 20 years. Service has always been good, up until 2 months ago. An immediate payment was done from myself to a beneficiary (water & electricity) - this is a monthly payment so its not as if details have changed. This payment was done on the 10th May 2019. The money immediately left my account, have the proof of payment etc., however, my beneficiary kept phoning for their payment. After going to Ekhurleni Germiston Offices, sitting with them to try & find my payment, they advised that I contact my bank. They suggested that Standard Bank log a query to investigate this missing payment. When I queried this with Standars bank, I was told by them that the payment never went through, but yet the funds were deducted very quickly from my account, and havent been reversed, so can someone please tell me where these funds are? I have logged a complaint and an investigation has been done to find this 'missing' payment, but it is unacceptable for it to take 3 months. Time has passed, receiving final notices from my beneficiary, threatening to cut our water and lights for the past 2-3 months, wasting time back and forth to the bank, endless phone calls and still...NO FUNDS HAVE BEEN REVERSED.

Standard bank is very unhelpful and it seems like they arent willing to help quick enough, because they have basically '******' or taken my money and cant seem to find it. They have scored an extra +- R7000. Each time I have called, I have been given reference numbers & that is where it stops. Ref Numbers: *** *** *** ***

I get given these references and get told they will call me back...this does not happen. On the 25th July, last week Thursday, my water and lights were CUT OFF. Please tell me, who can I hold responsible for the inconvenience caused, arrears amounts that had to be paid, interest fees, final notice fees, disconnection fees & reconnection fees? According to me and my bank funds, this was paid, yet, standard bank couldnt give a ****. I have had to sort this out on Standard Bank's account and my power has still not been restored.

What system does this bank have in place? Is it really the best system if they can loose customers payments? What speed do they work at when something like this happens? What measures do they take to accommodate and help a customer who has been with them for 20 years? Let me tell you, R7000 a month is not small money.

I have logged a complaint with Ombudsman aswell to try get some luck and I am hoping that this can get something going.

After 20 years of loyalty to one bank, maybe its time to start looking else where? Standard Bank - South Africa Ekurhuleni Ekurhuleni Ombudsman for Banking Services