Standard Bank Failed Me When I Needed Urgent Assistance Most After My Phone Got ******

The service at Standard Bank has taken a complete 360-degree turn from being one of the best experiences to one of the most heartbreaking. Initially, I felt reassured and believed I was in the right hands after assisting to block my ****** device from accessing my banking app and a pre-approval for a loan to re-purchase a device, but my recent experience has left me deeply disappointed.

On Wednesday, 20 May, my phone was ******. I immediately took all necessary precautions to ensure that the culprits could not gain access to my banking apps. Using my laptop, I logged into Standard Bank Internet Banking and removed the ****** device as a trusted device. During this process, I also app**** for a loan on the Standard Bank internet banking so I can purchase another device, and the application was instantly pre-approved.

The following day, 21 May, my internet banking on my laptop stopped working. A consultant then contacted me to assist in finalising the loan application. I submitted all requested documents promptly. I was also advised to visit a branch to approve the debit check and authenticate my SIM card after completing a SIM swap the previous day.

At the branch, a consultant assisted me and contacted the Digital Team. After the call, I was informed that: My debit check approval had gone through My SIM card and myself had been authenticated My online banking access had been resolved

However, upon returning home, Internet Banking still did not work. I waited overnight and managed to access it the following day. To my surprise, I noticed that the principal amount of the loan had already reflected in my account. Naturally, I assumed the loan was approved and proceeded to purchase a replacement phone, only for the transaction to decline.

I rushed to the nearest branch, where I was informed that the loan had not yet been fully approved and that I needed to wait. This information only came after the consultant went to consult in another room as if am not privy to information pertaining my own account. I left disappointed and confused because it made no sense to me that funds would reflect in my account if the loan was not fully approved.

The situation became worse on Monday, 25 May, when my salary was deposited but I could not access any of my funds. I visited the Simmonds branch, where I was informed that my account had been blocked due to “misalignments” in the documents I submitted for the loan, particularly because my primary salary is paid into another bank account.

Again, this information only surfaced after the consultant spent extended periods consulting with a team leader in my absence. After approximately an hour, I was advised that they could not assist me immediately and that I needed to return the following day with email correspondence between myself and the online consultant who assisted with the loan application. At this stage, the blocking of my salary account has caused major inconvenience. I currently do not have a phone and have financial commitments that require urgent attention.

When I called Standard Bank online for assistance, the first consultant apologised for the inconvenience and transferred me to the complaints department after stating that my number was still not authenticated, despite this supposedly being resolved at the first branch on Thursday 21 May.

The complaints consultant struggled to hear me clearly and then suggested transferring me to a Digital Expert for real-time troubleshooting. I remained on hold for approximately 20–35 minutes without any answer and eventually had to hang up because I was using my work landline and duration of holding was too long.

My request is simple: Unblock my account so I can access my salary which is undisputedly my hard-earned funds while the loan matter is being finalised. Provide a clear status update and turnaround time regarding the loan application, including whether it is approved or declined. Improve communication between departments, as I continue to receive conflicting information from consultants and branches.

No organisation operates without turnaround times, yet throughout this process I have repeatedly been told to “wait” without tangibly clear communication or accountability. This experience has caused unnecessary stress, inconvenience, and financial disruption during an already difficult time following the theft of my phone.