Extremely Poor Service – Still Waiting Over a Month for My Refund

I’m beyond frustrated with the level of service I’ve received from Standard Bank.

Over a month ago, a refund for an Emirates flight (booked via Leisuretravel) was processed back to my old Titanium credit card. I had since upgraded to a World Citizen card, meaning the original account is no longer active. Since then, I’ve been trying - unsuccessfully to get assistance in locating and reallocating my funds.

Despite multiple follow-ups, I’ve received little to no meaningful help. It takes days just to get a response from my so-called “private banker” and when I do, there’s no clear resolution or progress. No one seems able or willing to properly investigate where the refund is or how to resolve the issue.

At this point, I’m left without my money and without any confidence in Standard Bank’s ability to handle what should be a straightforward situation. For a bank that positions itself as offering premium service, this experience has been nothing short of unacceptable.

I urgently need this matter resolved and I expect Standard Bank to take accountability and provide a clear, actionable solution.

Very disappointed. Mr Tam