NR
NATALIE R
1 reviews | Active since Jan 2018
13 Jul 2026, 10:48
Review Title:Standard Bank holding my money hostage – Refusing to release authorization
I am absolutely disgusted with Standard Bank's card disputes department. You are keeping my money on hold for three separate failed merchant transactions that never went through to the businesses, and you are refusing to release my funds despite receiving clear proof.The transactions currently being held hostage are:Takealot failed checkout: R529.00 (from 6 July)Takealot failed checkout: R529.00 (from 6 July)Uber Eats failed order: I have explicitly followed your instructions. I emailed your card disputes desk (***) and provided written confirmation from Takealot explicitly stating that these transactions failed on their gateway and no funds were ever settled to them.Despite having absolute black-and-white proof from the merchants that this money was never claimed and belongs to me, Standard Bank is completely ignoring my emails. These funds have not been banked by the merchants, yet you refuse to release my available balance. It has been a week, and I want my money back today.Please have a senior manager from the Complaints Resolution Centre look at my account and reverse these holds immediately
Helpful (0)
Replies (7)0
Replies (7)
Standard Bank's replyOfficial
13 Jul 2026, 11:09Dear Natalie,
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Standard Bank's reply13 Jul 2026, 11:09
Official
Dear Natalie,
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Standard Bank's replyOfficial
13 Jul 2026, 12:11Dear Natalie,
Although we called, we were unable to reach you.
Please include a time that is convenient for us to reach you.
We look forward to hearing from you.
Kindest regards,
Standard Bank Hello Peter Team
***
Although we called, we were unable to reach you.
Please include a time that is convenient for us to reach you.
We look forward to hearing from you.
Kindest regards,
Standard Bank Hello Peter Team
***
Standard Bank's reply13 Jul 2026, 12:11
Official
Dear Natalie,
Although we called, we were unable to reach you.
Please include a time that is convenient for us to reach you.
We look forward to hearing from you.
Kindest regards,
Standard Bank Hello Peter Team
***
Although we called, we were unable to reach you.
Please include a time that is convenient for us to reach you.
We look forward to hearing from you.
Kindest regards,
Standard Bank Hello Peter Team
***
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NATALIE R's updateReviewer Update
13 Jul 2026, 12:14Hi you can phone now please use *** as I'm at work
NR
NATALIE R's update13 Jul 2026, 12:14
Reviewer Update
Hi you can phone now please use *** as I'm at work
NR
NATALIE R's updateReviewer Update
13 Jul 2026, 14:44Standard Bank has finally contacted me, but only to give me an unacceptable excuse. They claim they cannot release my withheld funds because I used a "Virtual Card," and they are forcing me to wait 10 working days. This is absolutely wrong.
The merchant (Takealot) has already sent written letters explicitly confirming that both R529 transactions on 6 July failed, they do not have my funds, and they will not claim them. Uber Eats has also confirmed the same for my failed order hold.
Standard Bank's card operations team has the absolute technical capability to process a manual authorization hold override. Forcing a customer to wait 10 business days for an automated system drop—when you already have black-and-white proof from the merchants that the transactions failed—is an unauthorized restriction of my own money.
Stop using standard system policies to avoid doing manual work. I have provided the merchant letters. I want a senior manager from Card Operations to manually release my available balance today. If this is not sorted by the close of business, I am escalating this entire matter to the National Financial Ombudsman (NFO).
NR
NATALIE R's update13 Jul 2026, 14:44
Reviewer Update
Standard Bank has finally contacted me, but only to give me an unacceptable excuse. They claim they cannot release my withheld funds because I used a "Virtual Card," and they are forcing me to wait 10 working days. This is absolutely wrong.
The merchant (Takealot) has already sent written letters explicitly confirming that both R529 transactions on 6 July failed, they do not have my funds, and they will not claim them. Uber Eats has also confirmed the same for my failed order hold.
Standard Bank's card operations team has the absolute technical capability to process a manual authorization hold override. Forcing a customer to wait 10 business days for an automated system drop—when you already have black-and-white proof from the merchants that the transactions failed—is an unauthorized restriction of my own money.
Stop using standard system policies to avoid doing manual work. I have provided the merchant letters. I want a senior manager from Card Operations to manually release my available balance today. If this is not sorted by the close of business, I am escalating this entire matter to the National Financial Ombudsman (NFO).
Standard Bank's replyOfficial
14 Jul 2026, 07:20Dear Natalie,
We would like to thank you for giving us the opportunity to address your matter.
We are glad we could assist. Kindly let us know should need any further assistance, please don’t hesitate to reach out to us.
Kindest regards,
Standard Bank Hello Peter Team
***
We would like to thank you for giving us the opportunity to address your matter.
We are glad we could assist. Kindly let us know should need any further assistance, please don’t hesitate to reach out to us.
Kindest regards,
Standard Bank Hello Peter Team
***
Standard Bank's reply14 Jul 2026, 07:20
Official
Dear Natalie,
We would like to thank you for giving us the opportunity to address your matter.
We are glad we could assist. Kindly let us know should need any further assistance, please don’t hesitate to reach out to us.
Kindest regards,
Standard Bank Hello Peter Team
***
We would like to thank you for giving us the opportunity to address your matter.
We are glad we could assist. Kindly let us know should need any further assistance, please don’t hesitate to reach out to us.
Kindest regards,
Standard Bank Hello Peter Team
***
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NATALIE R's updateReviewer Update
14 Jul 2026, 08:13Thank you issue has been resolved. The lady who assisted me did a good job her response was sufficient and accurate
NR
NATALIE R's update14 Jul 2026, 08:13
Reviewer Update
Thank you issue has been resolved. The lady who assisted me did a good job her response was sufficient and accurate
Standard Bank's replyOfficial
14 Jul 2026, 09:31Dear Natalie
Thank you so much for your rating and your kind words.
We have sent your compliment to the relevant department so they can celebrate their win.
We appreciate you taking the time to share your excellent experience with us.
Kindest regards
Standard Bank Hello Peter Team
***
Thank you so much for your rating and your kind words.
We have sent your compliment to the relevant department so they can celebrate their win.
We appreciate you taking the time to share your excellent experience with us.
Kindest regards
Standard Bank Hello Peter Team
***
Standard Bank's reply14 Jul 2026, 09:31
Official
Dear Natalie
Thank you so much for your rating and your kind words.
We have sent your compliment to the relevant department so they can celebrate their win.
We appreciate you taking the time to share your excellent experience with us.
Kindest regards
Standard Bank Hello Peter Team
***
Thank you so much for your rating and your kind words.
We have sent your compliment to the relevant department so they can celebrate their win.
We appreciate you taking the time to share your excellent experience with us.
Kindest regards
Standard Bank Hello Peter Team
***