My account was hacked and Standard bank refused to reimburse me

Good day

I am not satisfied with the resolution or feedback received from Standard bank ***** department.

I logged two ***** cases with standard bank case ***7 and 063164

I was unable to access my App for weeks before this happened but I didn’t mind because I was going to use the funds for renovations back home, so not having access to the account didn’t really bother me and I didn’t need to use it.

Until on the 29th of April 2025, I was at the Dr. Then I received an sms to FICA my account or it will be closed in 2 hours. Luckily my Dr was close to a standard bank branch in Kuils river, I went there and showed them the sms and the gentleman that was walking the floor said I should FICA my account. Decided to go back coz I didn’t have my documents with me at that moment. While I was sitting and waiting for my daughter shortly thereafter I got sms’ of funds going out of my account immediately after that, first it was R4000, R11200 then R1000 upon which I was already on the phone with standard bank. They stopped my card and think they blocked my App which I already couldn’t use for weeks.

I then sent them the documents they wanted for the ***** case and with the feedback I got: 1. There was no detail of where the transactions were done and how 2. Their feedback was that The transaction/s in dispute took place before the *****ulent activity was reported to the bank and the card subsequently stopped by the bank. Complaint Outcome: After considering all relevant factors and applying the principles of fairness, the bank has reached its decision and, unfortunately, will not be able to reimburse you for the losses incurred. Please note that this is a final review in relation to your complaint. Should you still be dissatisfied with the outcome of the complaint you may contact: Standard Bank (PPB) Complaint Escalations Email: ***, which makes response makes no logical sense, I reported these transactions immediately after I received the sms notifications 3. I had no idea what happened to my App and I still couldn’t access it even after weeks of me calling and emailing them . 4. I submitted two claims yet I only got feedback for one, the other 4000 transactions have not been given feedback on. Each time I am given feedback that’s not concise enough.

I am extremely idisappointed and frustrated with the service that I have been receiving so far from standard bank, this is my livelihood and my money yet no one could give me any proper feedback about what happened with my account or reimburse me.