Complaint Brushed Off – No direct answers or accountability poor service

I am a Standard Bank private banking client and I am extremely disappointed with the service I received and the way my complaint has been handled.

On 17 May 2026 I made a payment to an incorrect account and immediately called the call centre. I spent over 34 minutes across two calls, only to receive an emailed form to complete. The first consultant could not verify me because an active call cuts off mobile data yet Standard Bank's authentication process makes no provision for this basic reality. No alternative was offered. The call was simply ended.

To add insult to injury the app allows me to make payments instantly, but to recall one I must complete a manual form and email it with supporting documents. How does that make sense?

I raised a formal complaint. It has been declined TWICE with the same generic template response. Not one of my specific questions has been answered. Just apologies with zero accountability.

I have escalated internally to Level 1 and Level 2. I am now taking this to the National Financial Ombud.

Standard Bank your clients deserve better than copy-and-paste responses.

Reference Number: ***0