********** ACTIVITIES

Hi I am writing this on behalf of my mom who is on pension. I am absolutely disgusted and disappointed at how her ***** case was handled. The incident happened on 14/10/20 where she went to draw money from the ATM on Central Ave in Eastleigh Edenvale. Her card got stuck in the ATM and then money was withdrawn from her account from an ATM somewhere in Dowerglen within minutes (I don't believe that anyone could have got to Dowerglen before the card was stopped to withdraw the money from her account). When my mom had realised her card was stuck in the machine she had to walk back to the car to borrow our domestic workers phone to stop the card as she had left her phone at home. She phoned Standard bank to stop her card within 5 minutes of the card being stuck in the machine but by the time she had got home they had already withdrawn all the money she had her account. She then phoned the Standard bank ***** department as soon as she got home to open a case. The ***** department told her it would take six working days to investigate. Today on 23/10/20, my mom had heard nothing from Standard Bank and had to phone them herself (pretty disgusting that nobody actually came back to her once the six working days were up or when the investigation was concluded) and to find out that her money was not going to be refunded and the excuse was that she took to long to phone the bank to stop the card. I find this answer absolutely ridiculous and unacceptable and what is an acceptable time frame. We have both been clients at Standard bank for many years and if this is how you treat your loyal customers then there is something not right in you organisation. The other thing I found very strange is that they managed to withdraw money from her credit card, which was not even used by her on the day the incident occurred, so if someone could please answer this question as something really stinks here.