***** case reported in April 2021 and to date no feedback provided

I write as a very disappointed customer of standard bank. I have a credit card with them and around 15 April 2021 I called the bank as I had noticed there was some suspicious activity on my credit card. I was immediately referred to the ***** department. I immediately cancelled the credit card and put a stop on the account. The ***** team advised that there was an online transaction of around 63k done on my card. I never did this online transaction and hence the ***** team decided to investigate. They advised that they would be in contact with me. I waited for a few days and no feedback. I called the bank again. the ***** team advised it was a credit card department issue and that I need to speak to them. Hence the back and forth kept on happening where each department said the investigations were to be done by the other department. It was highly frustrating to go through the call centre and holding for 30 minutes at a time until I could get some feedback. Most of the agents that assisted me promised to investigate and get back to me and to date no contact.

At the beginning of the next month I got a shock of my life when my bank sent me a notification confirming the full 63k was debited from my cheque account. I immediately contacted my bank and they advised that I didn't have the funds and that the payment would bounce. I then called Standard bank again and explained the situation and still no one could give me an answer. My debit order was cancelled and I arranged to make monthly payments to my original credit card outstanding amounts. Every month thereafter my credit card statements my account being in arrears despite me making payments every month. The amount of 63k was still reflecting on my statement and it seems the current instalments that I am paying, is first being issued to pay off the 63k outstanding amount rather than going towards my normal credit card debt.

At the end of November I got an email to say that my account is being handed over to the legal team and they will start with the collections process. I have not acknowledged this debt and standard bank has handed over the account to attorneys. Who is going to bear the cost of their fees ? I am highly frustrated and irate. To date no one at Standard Bank can provide answers to my ***** case that was logged. I would like for this matter to being investigated as I do not know how else to proceed as the bank call centre members cannot assist nor return calls giving any feedback regarding the matter. This is totally unacceptable.