Standard Bank Instant Money – Funds Disappeared, No Resolution

Complaint Body: On 14 December, I attempted to withdraw R150 using a Cash Voucher because my card was unavailable. The ATM gave repeated errors, no money was dispensed, and the voucher disappeared from my Banking App. I reported this at the Signet Terrace branch, signed documents as instructed, and waited but nothing was resolved. ***

On 10 January, the same issue happened again, this time with R1,500. Once again, the ATM failed, the voucher vanished, and no cash was dispensed. At the branch, I was told they could not assist and that I must call the Instant Money department. I spent over an hour on the phone, only to be advised to open a case with SAPS. SAPS explained they could not open a case without a clear party to charge and advised that the bank should simply check the ATM footage. ***

Standard Bank has refused to do this, claiming their “investigation” was handled by ATM balancing teams. I am now being told to file another complaint and wait for yet another investigation despite this issue dragging on since December.

This is unacceptable. I expect Standard Bank to urgently review the ATM footage, provide a clear explanation of what happened to my funds, and refund the amounts of R150 and R1,500 without further delay.