Incorrect Account Handover and Ongoing Harassment

I have been receiving messages from Standard Bank stating that my term loan account is in arrears. I contacted the call centre and was initially informed that the account was indeed in arrears. However, after further checking, the consultant confirmed that it was actually a system error—but was still unwilling to clearly confirm that my account was not in arrears.

On Monday, I received a call from Blacks and Associates claiming my account had been handed over for collection. This was incredibly confusing and distressing, as my account is not in arrears. I am deeply frustrated that my account was referred to a debt collector based on incorrect information.

I advised Blacks and Associates that my account is up to date and that they should request a detailed statement directly from Standard Bank. Despite this, I received another call from them today—repeating the same incorrect information. This ongoing situation is causing unnecessary stress and anxiety, especially as I am currently dealing with my 24-year-old son’s serious illness.

I am beyond disappointed by Standard Bank’s handling of this matter. An apology and correction alone are not enough. The damage to my credit profile is unacceptable. I demand answers to the following:

Who authorized the handover of my account to collections?

What was the reason for this action?

When was the last payment on my account received?

If the account was genuinely in arrears, why wasn’t it debited again—especially if Standard Bank had access to my bank account?

If this situation is not promptly resolved with full transparency and accountability, I will have no choice but to escalate the matter to the Banking Ombudsman. It is clear that standard procedures are not being followed, and this negligence is unacceptable.

As an employee of Nedbank, I am seriously reconsidering my relationship with Standard Bank and am contemplating closing my account altogether.