Poor attitude after mistake by computerized ***** responder at Standard Bank

I went to pay for my car service. I mistakenly took my card out a fraction too early from the mobile card payment machine at the cashier's desk. This triggered a ***** alarm at Standard Bank and my card was blocked; I couldn't pay anymore. I got an SMS from Standard Bank Anti-***** : Please confirm the following transations... If you did the transactions reply Y, otherwise reply N or call us urgently on 08 ********** .

I phoned the number, wanting to get complete clarity. A computer answered the phone and verified my identity, and asked me to confirm the transactions (including the payment for my car service). I confirmed them. The computer voice assured me that the transactions were now approved, and ended the conversation. (However, I got no further SMS or email confirmation from Standard Bank confirming this.)

I told the car agent manager that I had been assured that my transaction had been approved by Standard Bank. So I left.

I went to buy groceries about 45 minutes later. When I got to the till, I couldn't pay. My card was still blocked! Luckily I managed to pay with a different card.

Next morning the car agent manager phones me: the payment didn't actually go through. So I had to drive into town again (I live on a farm) and make the payment.

So I phone Standard Bank ***** Department. After numerous attempts, finally a senior person phones me this morning: Candise WIlliams, a Supervisor in the ***** Department. I tell her my story. I tell her that I'm complaining about the following things:

1. The fact that I had to speak to a computer, about confirming a suspicious transaction, is annoying. I needed to get clear and immediate confirmation that my transaction had gone through. I wasn't able to ask the computer any questions. It just told me "Your transaction has been approved, goodbye" with no written follow-up.

Response: She told me that customers are in favour of digitization. But that I would be marked down as someone who "wished to speak to a human being" in a situation like this.

2. Why was my card still blocked 45 minutes later? Also, why did the computer say that my transaction was now "approved", when in fact it was NOT approved (I had to make it again)?

Response: She told me that the computer had submitted a request to a human being in Standard Bank to unblock my card, but this had not been done by the time I bought groceries 45 minutes later. This is a total joke and demonstrates why being helped by a computer in this specific situation is totally unhelpful, since apparently the computer has no authority and ultimately needs a human to verify the transaction anyway! No response to the second part of the question ("Why was I told that the transaction was approved?")

3. Can I get re-imbursed R100 for petrol since I had to return the following day to make the payment again.

Response: We have no paperwork for your fuel situation. You will need to contact a different department. (I accept this, but I was upset that she didn't even try to get me those forms and put me on the road to getting re-imbursed, she just passed the buck.)

I must say this is the umpteenth time I have had problems with the ***** division at Standard Bank. Oh well.