Complaint Regarding Assistance from Standard Bank Complaints Department

Dear Standard Bank,

I am writing to formally report the poor service I received from your complaints department this morning when I followed up on my logged complaint.

I spoke to Mmapelo Daris Lekota, who asked me to confirm my surname and cellphone number. She also sent me an SMS to approve, which I did successfully. Despite verifying myself through this process, she informed me that she could not assist me because I did not provide the last four digits of my bank card.

I find this unacceptable because:

1. I had already verified my details using the SMS verification sent by Standard Bank.

2. I was still denied assistance despite passing the verification process.

3. The handling of my complaint was unhelpful and left me without a resolution.

I kindly request that:

My original complaint be attended to urgently.

This matter be escalated and investigated.

I receive confirmation of the corrective action taken regarding this incident.

I trust you will handle this matter with urgency and provide me with feedback.