NO REFUND TILL DATE AND NO UPDATE FROM THE ***** DEPARTMENT

Please confirm Standard Banks planned actions with regards to continued delay in refund of funds into my account in this regard AND what you expect me, as account holder to do.

Background I am a loyal Standard Bank client for many years. On the 1st of July 2024, money was ********ly withdrawn from my account. The unauthorized transaction was identified when I received SMS notification that a transaction was made on my account.

I logged into my Standard Bank Mobile App to see if this was accurate or not. My fears were confirmed in that unauthorised transactions was processed. I also noted that additional transactions went off on same account.

I immediately contacted the Standard Bank ***** line, but calls lasted for lengthy times, with no success and I even tried to block the card on the Standard Bank Mobile App, also with no success “ERROR” and "Something went wrong... Try Again".

While I was on the phone waiting for the call to be answered, I sent an email to ***, *** and my prestige banker to request assistance.

A further SMS was also received on the 1st of July 2024 for the Standard Bank ***** Department “…If you did the transaction reply Y, otherwise reply N…” I rep**** “N”, but till today I do not know if this even worked as no one contacted me after I rep**** “N”. @Standard Bank, what is the procedure for this when a client rep**** “N”? I am aware that family members experienced the same issue with replying “N” but no action by Standard Bank.

I repeatedly tried to contact the Standard Bank ***** line the following morning. My assigned banker even tried to assist, I also requested a ”Call me back” on the Standard Bank website. No call back was received. It is public knowledge that Standard Bank Customer Care lines was generally unanswered or customer had to hold on, some longer than 60 minutes.

Just before 12:00 the next day (2 July 2024) the phone was answered, and the ***** officer who assisted logged the case after a call that lasted more than 2 hours and 30minutes. The ***** officer requested that I obtain the following within 48 hours and send this back to her.

1. Affidavit completed, signed and rubber stamped by the SA Police. 2. Police Case number 3. Any other supporting documentation linked to the incident. I provided the above within a few hours after struggling at the police station.

With all the above that has taken place it was noted that the ***** was linked to a card that I do not even have or even authorised. This is suspicious and a security risk.

On the 2nd of July just before the ***** officer who answered, I even sent a complaint due to the ***** department not being effective just to get a quicker response or people to assist. On the 8th of July 2024 I received an SMS from Standard Bank that said “ Your ***** case… is now concluded” and later that day one that said “…you refund will reflect within the next 48 hours..”

After various follow ups and even the banker who tried to assist, NO REFUND TILL DATE AND NO UPDATE FROM THE ***** DEPARTMENT

Please confirm Standard Banks planned actions in this regard AND what you expect me, as account holder to do.