1 reviews | Active since May 2023
Standard bank cannot change my surname because their system cannot pick up my new surname
Standard bank refuses to change my surname with my marriage certificate because their system doesn't pick up my new surname. They are saying my surname is not changed at DHA. So I went to DHA today, they confirmed my surname has been changed, as they issued my passport in my new surname, and suggested I get a temporary id because they think the bank is questioning my green id book. Got the temporary id, went back to bank, showed them the divorce decree my marriage certificate and my temporary id reflecting my new surname. But this is not sufficient because i didn't have a receipt of my smart id application. Only after i bring this can they change my surname,because then only their system will pick up that my surname changed.
Please explain to me why i need a smart id,to change my surname when DHA has confirmed my surname has been done, i have a passport with my new surname and a temporary id that reflects that my surname has indeed changed???????? I need to update my details to have my pension payout to be done, and now my bank has issues.
Both the ladies at the branch where amazing,but the people they spoke to over the phone to try and assist me where absolutely horrible. Their attitudes was that of being superior and I know nothing, even though DHA confirmed my surname and married profile is and has been active for a while.
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
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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
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Thank you for taking the time to speak with us earlier.
While you have your legal documents, like your passport and marriage certificate, the bank relies on the digital records to confirm any name changes.
This means we’re unable to manually update your surname in our system if HANIS hasn’t yet reflected the change.
Once this is done, your new surname will flow through the digital verification process that banks use, making everything official and fully recognized.
We understand this can be a bit frustrating, and we appreciate your understanding.
Kindest regards,
Standard Bank Hello Peter Team
***
Thank you for taking the time to speak with us earlier.
While you have your legal documents, like your passport and marriage certificate, the bank relies on the digital records to confirm any name changes.
This means we’re unable to manually update your surname in our system if HANIS hasn’t yet reflected the change.
Once this is done, your new surname will flow through the digital verification process that banks use, making everything official and fully recognized.
We understand this can be a bit frustrating, and we appreciate your understanding.
Kindest regards,
Standard Bank Hello Peter Team
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