Standard Bank DISAPPOINTMENT

My partner has banked with Standard Bank for the last 15 years or so. Email correspondence has been commonly used for Standard Bank communications and so on. Last week she received a "standard bank" e-mail with an attachment on what looked like a legitimate Standard Bank letter head - correct logo everything, advising her of a redemption of qualifying UCount rewards. She proceeded to open the link, it sent her a PIN number which had to be entered In order to complete the transaction which she duly did. The attachment took her to her usual log in bank page. when I was on the page, a notification came through saying authorization waiting for R37 000 to be paid from her credit card. I immediately logged out to call standard Bank ***** dept in case this was a **** but first tried to log in again to check my other accounts but could not get access. I immediately called Standard Bank ***** dept and whilst on the phone to them, an sms came through on my phone saying a LUNO beneficiary has been created followed by another sms saying that R37000 had been paid to a Luno account. I explained to the ***** dept what had happened - a phone call that took over 30 minutes to just get a case registered and of them to block her accounts in case of any further transactions. A further sms came through from Standard bank saying there is suspicious activity on her account and that they have blocked her accounts. An investigation was to take place which they would advise me on when done. The investigation started last Thursday and today (6 working days later) they notified her that they had sent her affidavit to LUNO and the money can not be traced, and that I am now in debt to the bank for R37000. The time that she was on the computer was 7-49am, the actual transfer or withdrawal took place at 8.00am. Surely this could have been prevented by immediately blocking her accounts instead of taking over 30 minutes of back & forth!!? She is a 55 year old lady with limited funds and now has credit card debt of R37000. How and where on earth in todays time does one just recover that sum of money??

This is both a warning to all Standard Bank members to be aware of such ****s as well as extreme dissatisfaction and serious dismay in that she now owes R37000 to the bank. Surely there is an insurance cover for this type of cyber **** which I am certain she was not the first to be targeted. She is shocked and has been put back years to now try and repay this type of *****!!

She asked Standard Bank CRESTA whether there is an insurance cover for this type of thing and the client liaison lady assisting her said there was no insurance cover for this??????