***** case not being solved

I have been a loyal client of the bank for about 4 years now.

On 17 September, I received two emails from Standard Bank. One from support ********** and one from ********** stating that these are the statements I requested. On the same day, I then received an SMS from Standard Bank stating that my statement had been sent to RCS as per my request. I contacted the bank immediately notifying them that I did not request this at all and it's a ***** case happening. I was advised to call the ***** department. When i called the ***** department, I was told that they don't deal with any ***** cases related to statements. I then called the general Standard Bank again notifying them that they need to assist with the case because the person managed to pass the security questions in order to access my profile.

I then called again on Tue and spoke to a gentleman named Thabo Kgaditsi who was very helpful and managed to contact a lead from the call centre in order to action me getting the refund (I was charged for requesting my 3 months bank statement and sending it to RCS).

Thabo informed me that the following will be done: - They would get the recording of the person so that I can submit this to the police - They would reverse the statements charges because i did not request it - They would flag my account so that should anything ********** happen, I would be notified

The person that i was told would be assisting me with all of this is a lead named Skosana Nkonzo and she would contact me back on the same day with feedback.

None of these things have happened.

I got a call a few minutes ago from one of your consultants telling me that my call dropped before she could process my application for my statement to be sent. Again, this was not me.

WHY is this issue not being treated as sensitively as it should? Why is it not being flagged that a few days ago someone managed to pass the security questions to get my statement and when the same thing is being done, no one is being cautious about the issue?

I'm seriously considering changing banks because of the bad treatment I have been receiving in light of this very serious matter.

NO ONE has contacted me to follow up on this issue. I will be closing my account and switching banks if this is not solved.