Confusing and contradicting information

Item: Standard Bank
Rating: 1
Author: Chantelle L

Good day

We receive hundreds of messages from Standard Bank stating that they will NEVER request our Pin numbers.

Today, after many, many, many years of using online banking. All of a sudden a one time pin is sent to my phone to access site. I inserted it and to my shock the system requires my bank card number and PIN!! What! You are giving very conflicting messages! So when is it okay to give you our pin numbers and when not??

You can inform your legal and compliance officers that you are confusing your customers. I would please like written confirmation whether I should provide my banking pin on the online banking site and then how do I know in future when to provide my pin and when not??

I sent the above message to Standard Bank on the 18th of April. Today (22 April) I received a phone call from a consultant who wanted to provide me with telephonic feedback. I asked her to please send me written feedback as I require written proof that Standard Bank says that we should provide our PIN number. I did not receive the written feedback as requested. In the meantime I am not able to access my internet banking.

Helpful (0)

Replies (4)

Standard Bank's replyOfficial

22 Apr 2024, 13:14

Hi Chantelle

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***

Standard Bank's reply22 Apr 2024, 13:14

Official

Chantelle L's updateReviewer Update

22 Apr 2024, 14:49

Good day. I do not want a call from your team. I would like WRITTEN confirmation that I should provide my card and PIN number to access internet banking.

Chantelle L's update22 Apr 2024, 14:49

Reviewer Update

Good day. I do not want a call from your team. I would like WRITTEN confirmation that I should provide my card and PIN number to access internet banking.

Chantelle L's updateReviewer Update

22 Apr 2024, 17:05

Noted thank you. The messages from Standard Bank doesn't state the part that it is only relevant to consultants or if someone sends you a link. All the messages clearly states that "STANDARD BANK will never as your PIN". But thank you for clarifying, surely you can understand my concern. I have used internet banking for many years and all of a sudden the request for my PIN number was prompted. Thank you for your feedback.

Chantelle L's update22 Apr 2024, 17:05

Reviewer Update

Standard Bank's replyOfficial

22 Apr 2024, 17:36

Good day Chantelle

Our team would like to thank you for your patience while we resolved your matter.

We are so glad you have been assisted and would like to thank you for allowing us the opportunity to help.

Please don’t hesitate to reach out to us should you need any further assistance.

Kindest regards
Standard Bank Social Media Team
***

Standard Bank's reply22 Apr 2024, 17:36

Official