DebiCheck Fail

I received an sms on 06/08/2020 to advise that a DebiCheck debit order from Clientele was ready for approval in my mobile banking app.

Now I've had no dealings with Clientele at all. I promptly logged onto my mobile banking app and rejected the debit order request. A confirmation sms was received stating same. As I rejected the debit order request and received confirmation that the rejection was processed, I thought that the matter was sorted.

On 25/08/2020 I was debited by Clientele. I called the Standard Bank call centre to have the debit order reversed - which was done. I proceeded to probe about why the debit order was processed after I rejected the DebiCheck request for approval. The consultant advised that, according to the system, the rejection was done on 05/08/2020 - the day before I received the request for approval and rejected it. She also advised that the DebiCheck request was approved on 19/08/2020 but the system "did not contain any notes" about who approved the request and why. I was advised to go to the branch to enquire about this.

Please investigate this urgently - DebiCheck was put in place to prevent these sorts of things from happening but clearly there's a disconnect here. I need to know who approved the request after I rejected it.

To add to this, the consultant I spoke to also advised that this could happen again next month but I should call in to have the debit order reversed. I REJECTED THE REQUEST FOR APPROVAL - I'm not going to call back to recoup my money if I did not approve the request to begin with. Please sort this out ASAP and provide feedback.