Standard bank ***** Case

I am writing to express my absolute disappointment and fear in using Standard bank as a financial service group.

I received an SMS that R8500 has been deducted by Amazon Web and this without my consent. It appears that someone has gained access to my card information without my authorisation. I don't know how this was done but I did not receive any OTP to authorise this payment. My concern is that the person knows how much I had in my account because they've left a couple of rands. Nobody has access to my card information except myself. It appears that it may be someone who received information from your systems.

As a hardworking woman, it was heartbreaking to see this amount being deducted at the start of the new month (after getting paid) when I need to take care of my expenses and family.

I called Standard bank on the same day and it was a nightmare to get through to you but eventually when I did, the lady logged a ***** case. I asked for 2 cards to be seized because I don't know if this person has access to any other information. The employees response was that I need to pay for the replacement of the 2nd card because Its not linked to the transaction. I think this was very unnecessary and thoughtless of the company, considering that I was lodging a ***** case and had all my money taken. Nonetheless, I agreed that I would pay for it.

Cards were seized and the turn around time for the outcome was within 6 business days.

On the next day, my father who is the secondary contact person receives a sms saying that my ***** case is out on hold. Why is my dad receiving an SMS, I logged the ***** case, I should be receiving the update as the primary contact person. Again, this is a very serious issue, why do you not contact the primary person?

I try to call you but you have 286 ***** cases in the queue. This tells me that you shouldn't be trusted as a bank with that many ***** cases opened.I had to buy R50 worth of airtime to sit in the queue and receive no response. Again, just had a deduction and left with no money. I leave my number to be called back since my airtime ran out twice and nobody calls me back.

I go to the Gateway branch because your telephonic option is pathetic. Bear in mind that I am a working individual and had to come into the branch because your reps couldn't make my life any easier.

The consultant puts me on a phone call to the same department that didn't call me back and also tells me to wait in the queue to speak to a live consultant.

The first call went to the wrong department after waiting for 20 minutes. I waited for another 25 minutes and the rep was not patient at all which made me very frustrated after all that wait. He said that the ***** Claim was placed on pause until it was cleared by the merchants bank. I asked if it's not cleared, can it not be reversed. He said this is not possible because it's processed. After back and forth about the understanding of why it couldn't be done, he hung up on me. I have been with Standard bank since I've opened my first bank account. This has been the worst experience. I do not trust you as a bank. I didn't receive an OTP for this transaction. Your customer service is extremely terrible. They don't call you back or have any empathy for you as a customer. I don't feel safe as a customer, you need to get your security measures improved. I've heard about some other friends experiencing the same issues with Standard bank ever since I've spoken about this incident.

I will reconsider using you as my bank as I don't feel safe anymore.