********** TRANSACTIONS ON STANDARD BANK ACCOUNT

Hi

I am writing on behalf of my mother-in-law who has had a terrible experience with Standard Bank.

On 02/01/2020 she received a phone call from the bank stating that the have noticed some transactions on her PureSave account and that she needed to come into the bank to verify the transaction. Upon arriving at the bank she drew a statement and to her demise found that somebody had withdrew approximately R50k from her account over the past 6 months.

She then proceeded to try and lodge a ***** complaint with the bank's ***** division. She was initially not allowed to do so as they advised her that they could not assist because she had the card and pin and that she or one of her family members were withdrawing the money from the account.

We then went back to the bank the following day requesting for video footage of the withdrawals and was told that they cannot assist. After much perseverance, we managed to get a ***** complaint opened. The consultant said that the ***** Department will investigate and revert. The investigation would involve looking into video footage of the ATMs that were used.

She received a call 5 days later from somebody in the ***** Department stating that the case has been closed because she was withdrawing the money. So we were back at square one! She then proceeded to file a Policy Report with the hope that they will assist in retrieving video footage of the perpetrator. The matter is still under investigation.

Furthermore, the number where the SMS notifications is being sent to does not belong to her. Upon request of proof of whom requested that the notifications be sent to that number, she was advised that they are unable to provide her with that info, which seems *****, as they should be able to provide a customer with any info pertaining the the account and any changes that were made.

The reason for my review is because of Standard Bank's total disregard for the situation. When we invest our money with a bank, thinking it is safe. It is the Banks responsibility to ensure that the money is safe and in the event of a situation such as this, assist in resolving the matter.

Instead, they are accusing her and the rest of her household and treating them as *********. If this is the case, where is the proof? she has proof that she and everyone of her family members were at work or at home when some of the withdrawals took place,

Whatever happened to FICA and TCF? Does Standard Bank operate outside of these laws?

We are hoping that this forum would assist in us getting some resolve in this matter.