Standard Bank horror

I am writing to formally lodge a complaint regarding my recent experience at the Fourways branch of Standard Bank.

On the 26th of February 2026. I visited the Fourways branch after being unable to print my bank statement at the ATM due to repeated error messages. After waiting for approximately an hour, I was assisted by a consultant who informed me that I would be charged R100 for a bank statement. At no point was it clearly explained to me that this fee was charged per page.

Only after the transaction was completed did I realise that I had been charged a significantly higher amount because the fee app**** to each page printed. I feel strongly that the pricing was not properly disclosed, and I was not given the opportunity to make an informed decision before the statement was processed. Additionally, I experienced the interaction as rushed due to closing time, which further limited any clarification.

Had the ATM been functioning correctly, I would have used the self-service option and avoided these charges entirely.

I respectfully request:

A full reversal of the statement fees charged, or at minimum a partial refund as a gesture of goodwill.

A formal explanation of the pricing structure and why the per-page cost was not clearly communicated before processing.

Confirmation of steps being taken to ensure clearer fee disclosure to customers in future.

I trust that this matter will be handled promptly and fairly. I look forward to your written response within a reasonable timeframe.