Inconsistent Requirements and Concerning Undertone – Children’s Account Opening

On 11 February 2026, I contacted my banker at Standard Bank requesting assistance with opening Kids bank accounts for my two children. I was referred to a Universal Banker (Consumer, Main Market Entrenchment), who requested copies of the children’s birth certificates. I submitted both — one South African birth certificate and one foreign birth certificate.

He later called to say I had only sent one document. I disputed this, as I had submitted both. He then stated they could only assist if I provided two South African birth certificates. I found this concerning and suggested we end the call to avoid misunderstanding, and that he revert after confirming the correct requirements.

He did not revert.

A week later, I followed up by email. He then called to say their “final verdict” was that they could only open the account for the child with the South African birth certificate. I requested this in writing. In his written response, the position changed — now stating they could assist, but not telephonically, as physical document verification was required.

When I asked for clear guidance on how to proceed, he called again and said I must go to a branch so the parents’ FICA documents could be verified — despite both parents holding active Standard Bank accounts.

When I asked who specifically I should see at the branch, he said “no one in particular.” This felt dismissive and unhelpful.

The repeated changes in explanation, the initial insistence that only South African birth certificates were acceptable, and the inability to clearly articulate the actual policy create a deeply concerning impression. When I asked directly whether non-South African children are permitted to hold Standard Bank accounts, I was told that they are. Yet no coherent reason has been provided for the resistance and shifting requirements in my case.

The overall engagement carried an unmistakable undertone that the foreign birth certificate itself was the problem. If this is not Standard Bank policy, then clarity is urgently required. If it is policy, then it should be transparently communicated. I requested that the matter be escalated to someone able to provide clarity and proper assistance. To date, I am still waiting.