Endless Frustration – Poor Communication and Unexplained Debit Order Issues

I am beyond frustrated with the lack of accountability and communication from Standard Bank.

Issue no 1: I have an RCP with a debit order set for the 15th of every month, yet on 15 May, the debit order did not go off my account. This is a serious issue that could damage my credit record. I've been trying to get clarity for days, calling the call centre multiple times, and getting nowhere.

Just today, a call centre agent informed me that someone within Standard Bank “reloaded” the debit order, and now I must manually transfer the RCP payment into the account. This makes absolutely no sense. Why would an internal change at the bank result in me having to manually correct something that wasn’t my fault?

Issue no 2: I’ve also tried increasing my credit card limit and applying for an overdraft, which gets initially approved and then repeatedly declined by the credit department with no clear reason or explanation. I attempted to open an investment account via the app, which was declined as well. After visiting a branch, I was told again it had been referred to credit, only to be eventually approved—but after a confusing and unnecessary process.

While Standard Bank's digital systems are convenient, the moment you have to deal with human staff, the experience becomes frustrating and disappointing. We’ve reached out to our personal banker, for help on several occasions, but have never received meaningful assistance.

The inconsistency, poor communication, and complete lack of accountability are unacceptable. I expect better from a bank that claims to put its customers first.