R 380 00 charged for a bank statement.standard bank are theives.

I took out a level life policy for my mum in March last year .I did everything I was instructed to do by the broker.i always put in a little extra on the account as well.anyway in December my mum was very sick with covid.i went to the atm to make sure that the premiums are fine.upon going there .the bank statement showed that the debits had stopped. I was very upset because I put money into this account every month.and because I trusted standard bank after seeing the first 2 debits going out. I did not follow up .i then wrote a review on hello Peter. And was contacted by the standard bank complaints department . I informed them my mum was very sick and that I need to find out why the debits had stopped. I phoned so many times and emailed them.They kept me on strings for over a month..saying to me that they will need time because they need to check the bank statement that goes further than 6 months..after 4 weeks they then tell me they can't help me until my mum can send a letter. remember this a covid patient up and down hospitals.we trusted our bank. and we being the next of kin they refused to tell me the details in order for me to reinstate the policy. .the lady just told me that when they try to debit there was a problem.she then said to me, after questioning her about what correspondence did they send to inform us that there was a problem.she said to me (because the elderly people are not clued up with email and cellphones we use postal letters).this letter never reached us. We know nothing about this letter.but we were still depositing monthly and yet they had mum's cell and a valid email address were they could of informed us. They had no acknowledgement of their correspondence letter. After the battle trying to get to what really happened I took my recovering mum into a standard bank today. The person assisting us Mr Bart from standered bank phoenix gave me another explanation. He said that the first standered bank account mum had there was a minus balance of 100rand so when we opened the new account yes we did have funds and yes they did debit us for the policy and also they debited the 100 that was from a previous account All the faults of your *********** staff

1. The broker that signed us up never told us there was a previous balance on the old card owing of 100rand .yet we distinctively asked her how much much do we deposit .ok fair enough you stopped debiting because of that. But if the policy was cancelled why did they not refund the first 2 debits that they took already.

2. If I'm taking on a policy and making a new card I cannot see what's on the brokers screen.when we asked the amounts to be paid she was suppose to say (mam you have a minus balance of 100 Rand for your old card of a few years back).she just told us to put in the new card fees of R150 and the premium. she never mentioned anything of a minus balance even after asking several times the correct amount to deposit.

3. Upon goin to the bank today we find out that standard bank charged us R384 00 for a bank statement.which we never went into a branch or received from an atm. So this means that when we queried the debits not going out .the complaints department requested the statement to investigate our issue but they charged us( the client )that huge amount for a bank statement.

4. I have a call record feature on my phone and upon speaking to the complaints department we discussed that we need to know what happened 7 months ago.she never ever said a word about paying such a huge amount for a statement.

5 i am the next of kin. u kept me on strings for 4 weeks .then you say to me (i need the mum to authorise or send a letter before giving you details. So I'll ask standered bank now who authorised you to charge my mother 384 00 for a bank statement that you needed to Investigate without even advising us of that amount.i would never in a million years pay R384 00 for a statement and I would of cut you short immediately if that amount was even said to me for a statement.but now how is it that you charge us this amount for your investigation.

It seems not only are you'll unprofessional but you'll are *******. I have all the calls recorded from standered bank and this 384 Rand for a bank statement was never mentioned. All i wanted to know was why was mum's debits were not going through. You refused to give me information without my sick mins authorization.but you took it into your own hands to charge her account 384 Rand that she did not authorize.does that make sense. Your investigation on our query should never be charged on our account .

Can a grant patient pay 384 Rand for a statement for you to check on why her policy was not debited..

I have gathered all my information.all my proof and call records.i want standard bank to give me a valid reason why the R384 was deducted for their investigation without informing us.

You'll cannot be trusted.