***** case

On the 1st December 2022, my mom was expecting a phone call from standard bank to confirm her debit order for the funeral plan she has opened with them. Following the phone call she received a https link from standard bank to confirm her details. The web page had clear standard bank branding. After this thousands was being taken out of her accounts and a strange OTP sms was sent to her. She reported the ***** immediately with standard bank to stop any further transactions. She was then advised that the ***** department will be in contact with her case. The ***** department advised her to wait until all the money was cleared before they could proceed with her case. How is this protecting your standard bank customer? You literally told her "we are waiting for the ********* to run away with all your money and we are going to watch them do it."

Standard bank won't reimburse her for the money she lost as the claim she authorized the transactions (that they let through) with the OTP code she received. She never entered any OTP code to approve any transaction. If she did as what standard bank accused her of, she would've needed four OTPs not one for the total four transactions that went through.

In addition, they claimed she authorized these transactions through a Samsung pay account. My mom has never used Samsung pay in her life!! It's disgusting how you are came be made to feel like such a ******** on your own ***** case. This was clearly a phishing attack from someone inside of standard bank. How would they have known my mom took out a funeral plan? Why would they want all the transactions to clear?

I have sat with her email after email trying to get some helpful correspondence from standard bank. Instead they have prematuring closed her case resolved eventhough she is still extremely unhappy. And have the audasity to ask how satisified she was with the service. It's disgusting that there is no real in person touch when it comes to such a sensitive and urgent issues. How can you trust any cellphone, email or sms correspondence after a phishing attack? My mom has been with standard bank for over 20 years. You would think that they would look after loyal customers.