Poor Customer Service and Delayed Resolution of ***** Case

I am extremely disappointed with the communication, service levels, and turnaround time regarding a ***** case that I lodged on 8 May 2026.

As a Standard Bank client for more than 30 years, I expected a far higher level of service and support, especially when dealing with a *****-related matter.

On 8 May, I became a victim of *****. I immediately contacted Standard Bank and reported the incident, and my card was blocked within approximately 10 minutes of the *****ulent transaction. Given how quickly the matter was reported and the card stopped, I expected swift action and regular communication regarding the investigation.

Unfortunately, despite numerous follow-up calls over the past month, I have received virtually no meaningful feedback. The only response I continue to receive is that "someone will get back to you," yet no one does.

Eventually, I received a call from a consultant informing me that Standard Bank would only partially refund the money lost. I found this decision unreasonable considering how quickly the ***** was reported and the card was blocked. During that conversation, I was advised that I would receive an email confirming the outcome and details discussed. It has now been 10 days since that call, and I have still not received any email or further communication.

What makes the situation even more frustrating is the difficulty in contacting the ***** department. Each call involves waiting approximately 45 minutes before speaking to someone, only to be told once again that someone will contact me, without any clear answers, timelines, or updates.

The lack of communication and customer service throughout this process has severely damaged my confidence in Standard Bank. I am now seriously considering moving my banking elsewhere. A colleague of mine recently experienced a very similar ***** incident with another bank, and her case was fully investigated, resolved, and refunded within five working days.

I would appreciate an urgent update on the status of my case, a written explanation of the decision made, and a clear timeline for the resolution of this matter.