Standard Bank ***** case follow up

I am shocked and appalled by the treatment that I have received thus far from Standard Bank.

It has been 5 months since I logged a ***** case on my account, which has not been resolved to my satisfaction. I say satisfaction because I was given an outcome letter of investigation after so many attempts to speak to an actual person in charge regarding my case!

On the 23rd March 2022 I lost my debit card and blocked it around 9pm that same evening. However, the following day on the 24th March, money kept coming out of my account in R500s and one R390 until it was a total of R3 300. During that time, I called Standard bank and asked why the card had not been blocked; while they managed to "reblock" the card, the money was gone, and they told me that the previous agent had blocked the wrong card on my account and not the one I had requested to be blocked.

Fast forward, I logged a ***** case, received 2 calls a week later, one week after the other asking me questions regarding that case. then pure silence. I went to the banks in Braamfontein, Clear Water mall, Menlyn and Braam again. I would be kept on the line for hours on end with no one to attend to me because I was told "the ***** department doesn't work at the banks" (wow). I eventually made some noise on Twitter then I got some attention from some agents then the case went silent again.

Finally I called in and threatened further action, then a letter was sent to me which read: We (The Standard Bank of South Africa Limited” / “SBSA” / “the Bank”) refer to the matter reported on 24 March 2022 for card 51961***********, with reference ***. Thank you for allowing us an opportunity to investigate the above matter which was reported to the Bank following alleged unauthorized transactions performed on 24 March 2022 to 24 March 2022. We apologize for the distress that this incident has caused. We consistently apply stringent security safeguards and take proactive steps to prevent or detect ***** with the aim of minimizing incidents of this nature. We, therefore, deeply regret any ***** related losses suffered by you as our valued customer. Based on our understanding of the facts and documents available to us, it is the transactions listed below that are in dispute and are alleged to have been **********. We confirm that your card details were compromised because of – Lost/****** Card. “Lost/****** card ***** is a ********** transaction that occurs on a valid issued card when the cardholder has lost his/her card, or when the card has been ****** from a legitimate owner”. The assessment is based on our evaluation of the facts and documentation available to us and we can confirm that the disputed transactions are as follows:

We have concluded our investigation and could not find any wrongdoing on the Bank’s part. The following was noted as part of the investigation: • Your original card and PIN were used to perform the transactions. • The disputed withdrawals and/or transactions took place before the card was stopped. The Bank was not the beneficiary of the proceeds of the unauthorised transactions. We regret to inform you that we will not reimburse you. Please note that Standard Bank remains committed to addressing crime and that we will cooperate with the South African Police Services in any ******** case opened by you in this matter. This outcome is based on the information and documents that we have in our possession. Our ***** Office has concluded the matter, but if you wish to have it reviewed, you may contact our Complaints Department on *** or by email at *** An independent body will then review the matter and you will be advised of the outcome. The Bank’s rights are reserved in full. We assure you that protecting our customers remains a top priority and we deeply regret the incident. Yours sincerely ***** Risk Management Card ***** Department.

now, here is where I got ****ed and have decided to go all out. I responded and asked them; did they had not listened to the call where I blocked my card on the 23rd? if so, how then, or why was my card still active on the 24th for people to make purchases through tapping? if I was the one that used the card, then why did the bank issue me with another new card if they are disputing that i did not block the card?

I want answers to these questions answered by standard bank, and I also demand a recording of the call I made the day that I blocked this card on the 23rd March 2022. I am going to take this matter further next week if it is not resolved here.