Security Breach and *****ulent Transactions

Good day I am writing to express my deep dissatisfaction and concern regarding unauthorized transactions on my Standard Bank account (Account Number: ***).

Incident Overview: On the 30th of June 2024, I was a victim of multiple unauthorized card transactions amounting to a total loss of R5,608.99. Immediately upon discovering these transactions, I attempted to access the banking app to cancel my card. Unfortunately, the app was unresponsive for several hours, preventing me from taking swift action to secure my account.

Attempts to Resolve the Issue: In my effort to report the ***** and cancel my card, I called several of your ***** helpline numbers: +***, +***, +***, and +***. Each call resulted in extended wait times, sometimes exceeding an hour, without ever reaching a consultant. This not only wasted valuable time but also incurred significant costs. Specifically, I spent around 45 Euros on these calls, equating to R888.00 at the current exchange rate.

I also attempted to contact your ***** department via email, sending messages to ********, only to bonce back as not delivered and then to report*****@standardbank.co.za which they later rep****.

After continued attempts, I finally managed to access the banking app and disabled my card. I also then received an email from the Standard Bank ***** division confirming that my card was locked and a ***** case would be logged. However, to date, I have not received any further communication or a ***** case number, despite numerous follow-up emails. My attempts to chat with a banker through the app on the same day and the following day were also unsuccessful, as the chat would close after long wait times (more than 1 hour) without connecting to a consultant.

Current Situation: I am currently overseas in Portugal dealing with serious family issues. The added stress of managing this situation remotely, compounded by the lack of support from Standard Bank, is unacceptable. I have had all necessary security measures in place to prevent ***** from my end, including not using the card for transactions in physical or online stores, not using ATMs, and keeping the card securely stored. I use a virtual card for regular expenses and use a reputable password manager. I also didn't receive any emails, click on any links or shared my card details with no one.

Given that I have not mismanaged my card in any way or form, and considering the numerous reports online on various social platforms of similar *****ulent activities affecting other Standard Bank customers on the same day and days further, it is evident that this issue stems from a security breach on Standard Bank's end that allowed ****mers from Brazil to have access to my card details and use it as they pleased.

Demand for Resolution: I firmly believe that Standard Bank is responsible for this security breach and the subsequent loss of funds. I demand an immediate refund of the R5,608.99 lost due to these unauthorized transactions/fees. If this matter is not resolved promptly, I will be compelled to take further action.

I trust that Standard Bank will address this issue with the urgency and seriousness it deserves. I look forward to your prompt response and resolution.

Carla Martins +*** Standard Bank Account Number: ***