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Standard Bank ***** Claim Rejected – OTP Used While Phone Was Off (Case #***)
Title: Standard Bank ***** Rejected – Explanation Does Not Add Up (Case #***)
I am raising serious concerns about how Standard Bank handled my ***** case (#***), which involved approximately R100,000 in unauthorised transactions.
The bank has declined my claim, stating that my banking profile was accessed from another device and that OTPs were used.
However, their explanation does not make sense:
- My phone was OFF at the time the OTPs were allegedly used - I only saw the *****ulent activity after switching my phone back on - A virtual card was used on a physical card I NEVER collected or activated - Multiple high-value transactions were processed rapidly without being flagged or blocked
I did not authorise any of these transactions, I did not approve any device access, and I did not create or use any virtual card.
Standard Bank has failed to explain: - How OTPs were successfully used while my phone was off - How a virtual card was active on an uncollected physical card - Why their ***** detection systems did not intervene
I formally disputed their findings and requested detailed evidence, but I have received no response.
This is not just about one case — this raises serious concerns about customer security and internal controls.
I am now escalating this matter to the Banking Ombudsman for independent review.
Standard Bank must take accountability and properly investigate this matter.
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
***
However, your reply does not address the core issues I raised.
This matter is not about general service, but about specific security concerns that remain unanswered:
- How were OTPs successfully used while my phone was OFF?
- How was a virtual card used on a physical card I never collected or activated?
- Why were multiple high-value transactions processed within minutes without being flagged or blocked?
I have already formally disputed the outcome of this case (#***) and requested detailed evidence, which has not been provided.
A general apology does not resolve the matter.
I require:
- A clear, technical explanation addressing the above points
- The requested audit information (device access logs, OTP logs, transaction verification)
- Confirmation that this case is being formally re-investigated
If these concerns are not properly addressed, I will proceed with escalation to the Banking Ombudsman.
I expect a substantive response.
However, your reply does not address the core issues I raised.
This matter is not about general service, but about specific security concerns that remain unanswered:
- How were OTPs successfully used while my phone was OFF?
- How was a virtual card used on a physical card I never collected or activated?
- Why were multiple high-value transactions processed within minutes without being flagged or blocked?
I have already formally disputed the outcome of this case (#***) and requested detailed evidence, which has not been provided.
A general apology does not resolve the matter.
I require:
- A clear, technical explanation addressing the above points
- The requested audit information (device access logs, OTP logs, transaction verification)
- Confirmation that this case is being formally re-investigated
If these concerns are not properly addressed, I will proceed with escalation to the Banking Ombudsman.
I expect a substantive response.
I note that you have indicated the matter is receiving attention.
However, I would like to emphasise that this case has already been formally disputed, and I require a clear and detailed outcome addressing the specific concerns raised:
- How OTPs were successfully used while my phone was off
- How transactions were processed on a card that I never collected or activated
- Why multiple high-value transactions were not flagged or stopped
I trust that the review currently underway will address these points in detail.
I will await your formal written feedback.
I note that you have indicated the matter is receiving attention.
However, I would like to emphasise that this case has already been formally disputed, and I require a clear and detailed outcome addressing the specific concerns raised:
- How OTPs were successfully used while my phone was off
- How transactions were processed on a card that I never collected or activated
- Why multiple high-value transactions were not flagged or stopped
I trust that the review currently underway will address these points in detail.
I will await your formal written feedback.
Thank you for confirming that the case has now been escalated to the ***** management team.
I will await detailed feedback
Thank you for confirming that the case has now been escalated to the ***** management team.
I will await detailed feedback