Poor ***** department investigation & outcome

I was a victim of ******** at an atm where my card was cloned. It was at an atm in Wonderpark at Caltex petrol garage. When I put the card into the machine it asked for a 4 digit pin and I suspected immediately because Standard Bank normally has 5 digit pins. I tried blocking it on the atm immedatialy to recover my card but my card did not come out of the machine. This happened on the 8th of May 2021 in the early hours of the evening. When I left the atm, I received an sms showing that funds (R2,720) had been withdrawn from my account even though I had not entered my pin code. I called the Standard Bank contact centre to inform them of what had happened. They advised me to report the matter to the police and give them a call with a case number from the police. I tried reporting the matter at Midrand Police Station that same evening. Unfortunately, the police told me that I had to report the issue at the nearest police station to where the incident happened.

I reported the matter in Akasia on the 10th of May 2021 and got a case number: CAS 266/5/2021. Standard Bank ***** Department gave me case number: ***. After that, Standard Bank did not contact me to give me an update regarding my report of ***** on my account. I followed with the bank again to try and obtain some feedback at which point I was informed that my card was cloned. I asked why they did not contact me to inform me as they did the investigation and the lady just gave an apology and told me that there is nothing they can do about it. I then requested for something in writing and received a letter that does not give details that my card was cloned. Therefore, the information received telephonically contradicts to the letter.

I would like to find out if this is the way you handle your long term business clients that have been doing business with you for a number of years with no complaints. How then do I trust the bank if they are unable to assist after I report a matter of *****. I have lost funds through an atm owned by Standard Bank without me entering my pin number and the bank has the audacity to refuse to pay me back or offer some recourse. The bank card in question was stuck in the atm of which I would like to assume the bank will realise it when they do checks on their atms. So how is it that money can be withdrawn from my account without my pin? Do Standard Bank atms have cameras as other banks have? If they do, does the ***** department check them to verify queries and come up with a well-informed conclusion? At this stage, I am totally unhappy with the bank because it seems to me that the bank only wants my money and are quick to process bank charges and management fees yet are not willing to assist in cases of need.

I would like to get better investigation to my matter and given proper feedback with regards to the matter at hand. I suppose the tagline "It Can Be" doesn't resonate with how my matter has been handled.