Dispute of Declined ***** Claim

To whom it may concern

I am writing to formally raise my concerns regarding the handling of my recent *****ulent-transaction claim, following a traumatic attempted hijacking in which my handbag, cellphone, and credit card were ******.

During this incident, and while I was waiting for the police (who unfortunately never arrived) and later for my vehicle to be collected by insurance, I was without my cellphone for the entire day. While I was at the police station reporting the crime, the perpetrators proceeded to make several unauthorized purchases using my ****** credit card.

I submitted a ***** claim for these transactions, which was subsequently declined for the following reasons: 1. The bank states that One-Time Pins (OTPs) were sent to the cellphone number registered in my name. This justification is unreasonable, as the cellphone was in the possession of the ********s at the time. Furthermore, in all my years banking with Standard Bank, I have never received an OTP for in-store card transactions, making this explanation extremely concerning and inconsistent with my prior banking experience. 2. The bank claims that the card had to be blocked “on my behalf.” This reasoning is equally unjustified. I had no access to my phone or banking app due to the theft; I could only request a block once I completed a SIM swap and regained access—this occurred after 16:00, when I finally arrived home after spending the entire day dealing with the incident. It is unreasonable to penalize me for circumstances completely outside of my control.

Despite my attempts to appeal this decision, I have received no communication or response whatsoever. As a customer of Standard Bank for 12 years, I am extremely disappointed by the lack of support, empathy, and accountability shown in this matter.

According to your decision, Standard Bank accepts no responsibility for the funds ****** from my credit card, even though the ***** occurred under circumstances in which I was a victim of a violent crime. This position is not only deeply frustrating but also raises serious concerns about customer protection and the bank’s commitment to its clients.

I request an urgent reassessment of my claim, a written explanation for the denial, and confirmation of the procedures followed in assessing it. If I do not receive a satisfactory response within a reasonable timeframe, I will have no choice but to escalate this matter further.

Regards, Sachia Cornish