Standard Bank has not resolved a simple profile error since 1 January

I first reported this issue to Standard Bank on 1 January 2026, and despite numerous follow-ups and escalations, the problem is still not resolved.

Since January I have contacted Standard Bank through multiple channels, including:

- Direct email

- Private Client Centre

- Complaints Department

- Complaints Resolution Centre

- Executive Care

- A previous HelloPeter complaint

Despite all of these escalation channels, no one has taken ownership of the issue and it remains unresolved.

The problem itself is very simple.

My travel benefits are incorrectly linked to a World Citizen Card, which is not my active card.

Because the system is linked to the wrong card, it is also tracking spend on the incorrect card, which means the app shows:

Minimum spend achieved: No

Remaining annual travel discount: Unavailable

As a result, I am unable to access the travel discounts that I am paying for through the rewards programme, because the system is monitoring the wrong card.

This should be a simple profile correction, yet it has now been ongoing since 1 January 2026 with no resolution.

After my previous HelloPeter complaint, Standard Bank responded publicly on 23 February stating that the matter would be escalated internally. However, no one has contacted me and no update has been provided.

I once again request:

Removal of the World Citizen Card from my travel benefits profile

Linking of the travel benefits to my active card

Confirmation that my qualifying spend is being calculated correctly

If this matter cannot be resolved promptly, I will have no choice but to escalate the complaint to the Ombudsman for Banking Services, as this issue has been ongoing since 1 January 2026 despite multiple attempts to resolve it directly with Standard Bank.

Michelle Massyn