Formal Complaint – Standard Bank Deceased Department and Unauthorised Credit Card Fees

Dear Standard Bank Complaints Department,

I am writing to formally lodge a complaint regarding the unacceptable manner in which my late father’s deceased estate has been handled by the Standard Bank Deceased Department.

Following the passing of my father in November 2024, I was formally appointed as the Executor of his estate. On 8 May 2025, I notified Standard Bank’s Deceased Department and specifically requested the following:

“Please will a detailed statement be sent to myself, the Executor of the estate, for the Plus Plan Savings Account as well as the credit card statement before closing the accounts and transferring the funds across to the Estate Late Bank Account, so that I can keep track of all the funds allocated for payment.”

I therefore made it very clear that I required the relevant statements and that the accounts were to be closed as part of the deceased estate administration process.

To my complete shock and frustration, when I contacted Standard Bank again last week to confirm that all accounts had been closed, I was informed that the credit card account had never been closed and that a balance of R987.23 in fees had subsequently accumulated on the account.

What is particularly concerning is that at no point did Standard Bank’s Deceased Department contact me—whether by telephone, email or SMS—to advise me that the credit card account remained open, that fees were continuing to accrue, or that there was an outstanding balance requiring attention.

I find this completely unacceptable.

How is it possible that Standard Bank was able to process and close the savings account, while the credit card account was simply left open, resulting in additional monthly fees being incurred for an extended period?

As the appointed Executor of the estate, I should have been notified immediately if there were any outstanding matters preventing the closure of the credit card account. Had Standard Bank contacted me at the time, I could have addressed the matter promptly and prevented these additional charges from accumulating.

I therefore strongly dispute the R987.23 balance and any fees or charges that have accumulated as a result of Standard Bank’s failure to close the credit card account and/or notify me that it remained open.

I request that Standard Bank:

Explain why the credit card account was not closed when I had specifically requested that the deceased’s banking accounts be closed. Explain why I was never contacted or notified that the credit card remained open and that additional fees were continuing to accrue. Reverse all fees and charges that accumulated after the date on which the account should reasonably have been closed, as these charges arose due to Standard Bank’s failure to action the matter correctly and/or communicate with the Executor. Confirm in writing that the credit card account has now been fully closed, with no further fees or charges to be incurred. Provide me with a written explanation of how this matter occurred and what steps Standard Bank will take to prevent similar issues from occurring in the future.

I have already had to deal with an extremely difficult and lengthy estate administration process following the loss of my father. The last thing I should have to deal with is unnecessary financial charges resulting from an administrative failure by the bank and then be expected to settle those charges myself.

I expect this complaint to be investigated thoroughly and would appreciate a formal written response addressing each of the points raised above.

I trust that Standard Bank will take responsibility for this matter and rectify the fees incorrectly incurred without further delay.

I look forward to receiving your urgent response.