Poor service

Good day We are the auditors of Mr KP Hartmann, he contacted us to assist as he is not getting joy from Standard Bank card division and the ombudsman. Ref no : ***. Someone used his credit card for purchases of R7 000 at Woolworths. Now the bank says he must pay the amount due. This is really unacceptable. Below is the correspondence from the bank, no one is able to assist not even *****

Mail received from the bank today :We do apologise for the inconvenience to the client. A ***** case is always a very sensitive issues for all.

I have referred it to Vanderbijlpark’s Branch Manager, Olga Lebotha. Unfortunately, the final decision has been made from the bank’s side and we cannot override the decision made from our ***** Department.

The only recourse for the client now is to lay a complaint with the Banking Adjudicator (Ombudsman) who will then make a decision whether to override the bank’s decision or not.

You can maybe request Card Division to assist the client by making a payment plan on the amount instead of asking him to pay this in one go.

1st mail from bank :It seems there has been ***** on his card and the ***** claim was declined – reference number is below. Can you please investigate why the claim was declined and is there some way the client can be assisted? It seems they have declined the claim and referred him to the Ombudsman. Maybe if we can understand what has transpired, the client will feel more at ease? The client is elderly and is very upset. He has been banking with us for many years.

Regards