Standard Bank Failed ATM/Failed Service Delivery ****

Terrible terrible terrible customer service from such a large organization. Systematic flaws and total disregard for a client who has never moved their salary with them in over 25years. My nurse mother was completely neglected by STD Banks investigations department after being ****med due to an evidently hacked ATM at some shopping center, subsequently loosing R15 000 instantly. Standard Banks ATM was apparently blanked out with her card already inside when this ******* intervened and wiped right past limits. With Standard Banks failed ATM being the main cause of the saga, you would expect that they would take some kind of responsibility, instead they barely updated this almost pensioner on what the process entails, she had to keep following up and they claim to have been investigating (long after stipulate time frame) but never even requested a statement by the end of verdict. In the end, after constant delays and phone holds, they claim they cant assist.

This for me is outrageous considering the kit care and intricate detail FNB took me through to help me retrieve significantly smaller amounts of loss. They managed to display a great sense of responsibility even though the cause could never be linked to their system. At this point I would really like to know what her rights are, this is totally unacceptable, she deserved better treatment for such a long term client.

At this I'm truly disappointed, I thought posting on Hellopeter would have gotten a response from a representative.

All I need to know is how to raise my concerns with their treatment, and what my rights are at this point. I as a banker dont seem to have a right on this ruling.