DISGRUNTLED STANDARD BANK CLIENT

On 27 December 2020 I went to the Grove Mall (Pretoria) to withdraw an e-wallet from a friend and then deposit it into my bank account. I got to the Standard Bank ATM, followed all steps and put the money in the ATM as per the prompt. While waiting for the confirmation to deposit, the machine gave me an error message and did not return my money - a whole R350. I immediately reported the matter while standing in front of the ATM and gave the consultant all the details she requested. She advised she would need to log a call for my query and it will be attended to as speedily as possible. She gave me a reference number: *** and was advised that matter would be resolved before 4 January 2021. As much as I was disappointed on the lengthy timeline, I was at least assured that the matter would be resolved and my money credited into my account.

Today is 5 January 2021 and Standard Bank has failed to honour a deadline they have put for themselves. I am now having to chase after them for money I desperately need which their machine malfunctions and was not credited to my account. I am mostly disappointed by the lack of apathy shown by the bank where we are in a middle of pandemic and they can lethargic in resolving an issue which for others could have meant a family going to bed without any food. This is not the first time I raise issues with ATM's at the Grove Mall - early last year, one of them was not picking up the zero button meaning clients would miss a digit when doing deposits.

If this matter is not resolved by tomorrow close of business, I will be moving my account with the bank. Furthermore, all business interests I have the bank would also be terminated including those of parents and family so we can find a bank that would stick to its timelines, have ampathy and keep clients up to date with queries raised.

Kind regards Kevin Halama