Poor and substandard service

To: ***, Cc: ***, and 3 others, Bcc: Tsepo Fri, Jun 13 at 2:06 AM

Formal Complaint Regarding Delayed International Payment - Hult International Business School Tuition (Reference: Your Name, 30 May 2025 Transaction)

Dear Sir/Madam,

This letter serves as a formal complaint regarding significant delays and apparent incompetence experienced with the processing of an international payment initiated through your Forex desk. My rights in this matter are fully reserved.

On May 30, 2025, I visited the Sandton Branch to arrange a payment of approximately R53,000.00 to Flywire, intended for my tuition at Hult International Business School. Supporting documentation, including acceptance letters, is attached for your review.

While I received proof of payment three days after physically returning to the branch to request it, the expectation for a financial institution of Standard Bank's stature, with its advanced infrastructure, is that such documentation for international transactions would be readily accessible electronically, thereby avoiding unnecessary inconvenience for clients.

Despite the payment being debited from my account, nine days after the initial transaction, I received an email from your Forex department requesting proof of invoice or an acceptance letter to substantiate the payment's purpose. I promptly provided the requested documents.

However, as of today, June 13, 2025, over twelve days since the transaction's initiation, the funds have yet to reach the intended recipient's foreign bank account. A process that your staff indicated would typically take 2-3 business days has now extended far beyond this timeframe. A critical question arises: given that the funds were debited from my account days ago but have not reached their destination, where have these funds been held during this prolonged period?

It is imperative to highlight that this payment was time-sensitive. The prolonged delay caused by your bank's inaction has placed me at a considerable disadvantage. This is not the first instance of substandard service I have encountered with Standard Bank.

I am seriously considering legal action to recover any damages incurred as a direct consequence of this delay, which I attribute to either systemic inaction or gross incompetence on the part of your officials.

I expect an immediate and comprehensive explanation for this egregious delay and assurance that this matter will be resolved with the utmost urgency.

Sincerely,

Thapelo Moselenyane