Standard Bank ***** Case

On the 8th of December 2025 I reported a ***** case that took place on my virtual card reference *** . I was sent dispute forms to complete and asked to do an affidavit which was all done and submitted. After all that was done I did not receive any communication or even an acknowledgement from Standard Bank until I ended up sending an email on the 24th of December 2025 asking for a follow-up as it had been more than 14 days and once again my email was not rep**** to or acknowledged. In January 2026 I went to the Standard Bank branch in Braamfontein for assistance which they could not do much rather than providing me with the company phone to call the Digital Department who then asked me to give them a turnaround time of 48-55 days to resolve the matter and provide feedback. Once again I waited and waited for feedback until I ended up having to call them. During the month of March I called Standard bank twice and on both occasions I was advised that my case seems to have been closed and resolved, however they were unable to provide me with the outcome because "only the agent that was handling the case can provide that outcome". I was then asked to allow them 48hours max to receive communication. I waited for weeks and again there was nothing sent to me. In April I called once again and spoke to an agent that advised me on the same thing and said he has escalated the matter to the original agent that is handling the case and they will be sending me an email "before the end of the business day or the following day latest" unfortunately no communication was received. On the 14th of May I went to the Standard Bank branch in Carlton Centre for assistance and was advised that this is not a branch query; they can only assist with offering me a phone to use and contact the relevant department. I called from the branch and call was answered, the agent from Digital Banking advised that "they can see that a chargeback was raised and it looked like the money was refunded back to the virtual card hence I do not see it reflecting in my main account" (Which did not make sense why it was refunded there when the card was closed on the day the ***** was reported). The agent further advised that they have escalated the query and provided me with a new reference number *** and asked me to await their call back before the end of business day. Once again no call back was done or communication received, I tried calling the team on the 15th of May and after waiting for a while on the line it was finally picked up and I asked the agent to please call me back if my airtime cuts out and she said "okay" and when the call cut while still trying to explain the query I never received the call back. I bought airtime and called again, 2nd agent took the reference number and asked me to hold the line "while they check" ; however she never came back to me and instead transferred me to the survey without assisting. I called again and an agent named Gina answered the call and tried communicating with the agent in charge of this query named Tshepiso who then said she will give me a call back. Till this day dated 19th of May 2026 I unfortunately still have not received any of the call backs promised or even an email from Standard Bank. This has been such a heartbreaking journey for me of trying to apply a human element, trying to be patient with the business and understanding that they might be dealing with a lot of queries only for me to not even be acknowledged with any form of communication. Some of us are not social media people, we have never believed in addressing issues on social media however this has actually made me realize that it seems like only people who take such business issues to social media are the ones who get to be attended to quicker, acknowledged and assisted accordingly. I have been asking Standard Bank for assistance and it is frustrating to see the business not even moving an inch to assist or even communicate with me as their client. This has really taken a toll on me and it's honestly not a nice feeling seeing myself come to these lengths as a cry for help.