Internal ***** at Standard Bank

During two of my most recent international travels I received calls whilst away to advise me that an abnormal debit had appeared on my account. The caller quoted a few valid transactions - which I checked and verified on my account later - to convince me her call was genuine and said the abnormal amount would be stopped once I provided an OTP. Being aware of this ****, I did not fall for their tricks but reported both instances to Standard Bank immediately to monitor my account. I voiced my concern that the caller had details of some transactions on my account and was told the bank would investigate how information could be leaked. In Aug 2023, my credit card was stopped by the bank and replaced because security on the card had been compromised - an unknown third party had used my confidential personal details to pass a debit to my account. The bank could not explain how my details could have been disclosed and speculated that the card could have been cloned whilst being used.

In Oct 2023, I received a SMS from the bank asking me to confirm a minor debit to my cheque card account - which I confirmed was *****ulent. Once again, the bank is replacing the card to prevent further ***** attempts and the possibility of cloning was raised. This possibility was immediately retracted when I pointed out that the cheque card had only been delivered to me a week ago and had not been used since except to activate it online on the bank's own system. When I queried how this could happen, I was told there are various stages in the production of the card and its delivery where security could be breached. I asked for feedback because I am genuinely - and with good reason - concerned that third parties are accessing my information via the bank's operations. I was told that I would be kept informed - but from previous experience I know that is just an SMS trail without any conclusive account of their findings. When pressed to give me the contact details of a bank official I could actually speak to, I was told the investigator on my case would be calling me as soon as the case file was opened. That was five days ago and I have heard nothing further except for a message that the courier company will be contacting me soon to deliver a new card.

What is the state of security at the bank? How is it possible for a client's personal information - that is confidential and supposedly protected by many layers of security technology - being leaked to *****sters? Is there collusion from internal sources that we are not being told about? I have a relative who unfortunately fell for the *****sters tricks because they revealed transaction details that he believed were only available to Standard Bank - and the bank stands by the assertion that he is to blame for his loss because he divulged an OTP to a third party. What about their culpability in allowing *****sters access to the client's personal account?

It remains to be seen what the bank's response is now that there is a clear cut case where a compromised card has only been in possession of the bank and never used by the client - yet online ***** using confidentail information has already taken place.