Standard Bank Account *****

I was contacted by the lady of the name of Felicia on the 25th July 2023 around 11.22 using the number ***, indicating that she's calling from Standard Bank ***** Department, and gave me reference number STD-I-000618 she confirmed my personal and banking details. She indicated that someone from the company of Infinity Holiday that is trying to access my account and send themselves cash send, they also indicated that another on Urban Life Style MTN is trying to debit amount of R 699. She indicated that we need to block this on of R5000, by so doing i need to send myself cash send and she gave out the pin 2021 to use, and indicated that's the pin I need to use going forward, and the money will be reversed into my account, and she'll call back. I asked if she's sure, she assured me that I mustn't panic as she's from the bank and assisting me. I then followed instruction and waited for her call back, she never called, when I called the ***** department they indicated that they'll open the case and they don't use such reference number, they indicated that I need to open case at the SAPS of which I did and sent to them and they give out reference number 038763. My issue now is with their feedback, see below: 27 July 2023 84 Milton Ave Orkney Klerksdorp South Africa 2619 Dear Ms Onkemetse Modise We want to thank you for your patience and affording us an opportunity to thoroughly investigate your incident. The bank truly empathizes with your current situation whereby an incident of ***** occurred and was reported on 25 July 2023 against your digital banking profile (*******288244), with reference 038763. We have taken the time to consider our records and consult with the relevant stakeholders in order to understand the circumstances surrounding the incident. We understand how upsetting incidents such as these can be, and we apologize for any distress and inconvenience which may have been caused by this incident. We value you as a customer and deeply regret any ***** related losses you may have suffered. Your patience and understanding during this time of hardship and uncer*****y is truly appreciated. Based on the information you provided to the bank as well as the facts and documents available, it is our understanding that the below transactions are in dispute and are alleged to have been *****ulent. Transaction date Transaction time Transaction type Transaction amount 2023-07-25 11.34.29 Instant money 5000.00 Note: Our statements reflect business dates only, which means any transaction on a Public Holiday or a Sunday or after 7pm on any business day will reflect on your statement the next business day. Payments to agent banks may take two to 72 hours to reflect. Outcome of the investigation We have concluded the investigation and confirm that the bank attended to the matter in accordance with the prescribed policies and processes, and we could find no fault on the bank’s part. The above transaction/s took place before the *****ulent activity was reported to the bank and the digital username subsequently blocked by the bank. Our investigation has revealed that a trusted / known device accessed your digital banking profile (***) (Mobile App) on (2023-07-25)using your digital banking credentials to conduct the transaction/s listed above and this device has previously been active on your digital banking profile and has previously conducted transactions on (Mobile App). After taking all the relevant factors into consideration and in applying the principles of fairness, the bank has made its decision and regrettably will not be in a position to reimburse you for the losses suffered. Should you require any further information or details regarding this matter, please contact us telephonically on ***or alternatively send an email to Query*****@standardbank.co.za

I have indicated my dissatisfaction, as the person was impersonating standard bank, meaning we or our money is then not safe, if someone can just call indicating that they are from standard bank and have information. I understand the story of my phone been used, but as indicated I was following the instruction.

I can be contacted at: *** ***