VB
Veronique B
1 reviews | Active since May 2013
23 Feb 2026, 15:01
Standard bank Lost 1 of my accounts during app migration????
Standard Bank has been harassing me to move to their new Business App for the past 2 weeks. I say harassing because there's a weird urgency that I cannot explain. We have spent a lot of unbilled time having conversations and sitting listening to the looped music with only compounded frustration. Needless to say, the app wasn't working and we were back-and-forthing and I eventually figured out how to get the new app to work. That's when the real shocker hit because 1: there were suddenly 2 business profiles. And that's not all, when they fixed that (allegedly), an even bigger shocker landed 2: One of my active accounts containing money, had disappeared. I immediately questioned this and was put online with the supervisor. The supervisor was calling me an incorrect name and when that was addressed with her, she continued to call me the incorrect name - extraordinary customer service. But that wasn't the worst, her "solution" was "take it up with Standard bank." How is this possible? In summary: - The migration from current to new Business app has been shocking - My profile settings have changed and that's concerning because someone on the bank side has been making changes that I never approved or even know about - One of my accounts has disappeared. I want it back and make sure my funds are in tact - Get your front line people some training - at least get them to know who they are speaking to and call that customer by the correct name - I need this sorted in the next 24 hours. I am feel sick to my stomach that a financial institution can make mistakes like this!!!!!!
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Replies (2)
Standard Bank's replyOfficial
23 Feb 2026, 15:08Good day Veronique,
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Standard Bank's reply23 Feb 2026, 15:08
Official
Good day Veronique,
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
VB
Veronique B's updateReviewer Update
25 Feb 2026, 10:20Dear Standard Bank,
Further to the numerous telephone calls, and my public complaint here, I note with concern that no resolution or appropriate urgency has been demonstrated in addressing this matter.
I therefore formally place Standard Bank on notice regarding a serious case of maladministration, negligence, and failure to properly account for my business account, its associated MarketLink accounts, and the funds contained therein.
Background
Following the forced migration from the Standard Bank App to the new Business App, the following occurred:
- Two separate business profiles appeared on the new app without explanation.
- After intervention by your staff, one profile was deleted and only one remained.
- Upon accessing the remaining profile, it became apparent that one of my two MarketLink accounts — which contains funds — has disappeared and is no longer visible or accessible to me.
This issue was reported immediately and repeatedly through multiple channels. Despite assurances that it would be resolved, no corrective action has taken place.
Furthermore, communications received from your staff demonstrate a material misunderstanding of the facts, despite these having been clearly explained both in writing and telephonically.
Risk and urgency
I have been explicitly informed that from 1 March, business clients will no longer be able to access their accounts via the old app. This places me at real risk of being permanently denied access to my own funds in respect of the missing MarketLink account linked to my business profile.
This situation constitutes, at minimum:
- Maladministration
- Negligence
- Breach of contract
- Failure to account for client funds
- Potential ******** deprivation of property
In addition, the unexplained duplication and deletion of business profiles and the disappearance of an account raise serious concerns regarding Standard Bank’s compliance with:
- The Protection of Personal Information Act (POPIA) – particularly obligations relating to data integrity, accuracy, and security
- The Consumer Protection Act – specifically the right to fair, transparent, and reliable service
- Standard Bank’s fiduciary and statutory duty to maintain accurate records and ensure uninterrupted client access to funds
A financial institution entrusted with client money is required to act with the highest standards of care, transparency, and ethical responsibility. The current handling of this matter falls materially short of those obligations.
Formal demand
I hereby request that by close of business on 25 February 2026 at 17:00, Standard Bank provides:
- Written confirmation of the location and current status of my missing MarketLink account (Account no: 015 011 585) that is supposed to be linked to my business account.
- Full restoration of access to this account via the new Business App, reflecting one master business profile with both MarketLink accounts correctly linked, as has always been the case.
- A written explanation for:
- the duplication of my business profile on the new app and the subsequent deletion of one profile, and
- the disappearance of my MarketLink account from my business portfolio.
- Written confirmation that my funds remain intact and have not been transferred, closed, altered, or otherwise interfered with without my consent.
- Acknowledgement of the time, stress, and emotional burden caused by this matter over the past two weeks, and reassurance that appropriate corrective and preventative measures are being taken.
Escalation
Should this matter not be fully resolved within the above timeframe, I will have no option but to escalate the matter formally to the Ombudsman for Banking Services (OBS) and, if necessary, pursue further legal remedies in respect of failure to account, breach of contract, and regulatory non-compliance.
I trust Standard Bank will appreciate the seriousness of this matter and respond accordingly.
Please treat this communication as urgent and formal.
VB
Veronique B's update25 Feb 2026, 10:20
Reviewer Update
Dear Standard Bank,
Further to the numerous telephone calls, and my public complaint here, I note with concern that no resolution or appropriate urgency has been demonstrated in addressing this matter.
I therefore formally place Standard Bank on notice regarding a serious case of maladministration, negligence, and failure to properly account for my business account, its associated MarketLink accounts, and the funds contained therein.
Background
Following the forced migration from the Standard Bank App to the new Business App, the following occurred:
- Two separate business profiles appeared on the new app without explanation.
- After intervention by your staff, one profile was deleted and only one remained.
- Upon accessing the remaining profile, it became apparent that one of my two MarketLink accounts — which contains funds — has disappeared and is no longer visible or accessible to me.
This issue was reported immediately and repeatedly through multiple channels. Despite assurances that it would be resolved, no corrective action has taken place.
Furthermore, communications received from your staff demonstrate a material misunderstanding of the facts, despite these having been clearly explained both in writing and telephonically.
Risk and urgency
I have been explicitly informed that from 1 March, business clients will no longer be able to access their accounts via the old app. This places me at real risk of being permanently denied access to my own funds in respect of the missing MarketLink account linked to my business profile.
This situation constitutes, at minimum:
- Maladministration
- Negligence
- Breach of contract
- Failure to account for client funds
- Potential ******** deprivation of property
In addition, the unexplained duplication and deletion of business profiles and the disappearance of an account raise serious concerns regarding Standard Bank’s compliance with:
- The Protection of Personal Information Act (POPIA) – particularly obligations relating to data integrity, accuracy, and security
- The Consumer Protection Act – specifically the right to fair, transparent, and reliable service
- Standard Bank’s fiduciary and statutory duty to maintain accurate records and ensure uninterrupted client access to funds
A financial institution entrusted with client money is required to act with the highest standards of care, transparency, and ethical responsibility. The current handling of this matter falls materially short of those obligations.
Formal demand
I hereby request that by close of business on 25 February 2026 at 17:00, Standard Bank provides:
- Written confirmation of the location and current status of my missing MarketLink account (Account no: 015 011 585) that is supposed to be linked to my business account.
- Full restoration of access to this account via the new Business App, reflecting one master business profile with both MarketLink accounts correctly linked, as has always been the case.
- A written explanation for:
- the duplication of my business profile on the new app and the subsequent deletion of one profile, and
- the disappearance of my MarketLink account from my business portfolio.
- Written confirmation that my funds remain intact and have not been transferred, closed, altered, or otherwise interfered with without my consent.
- Acknowledgement of the time, stress, and emotional burden caused by this matter over the past two weeks, and reassurance that appropriate corrective and preventative measures are being taken.
Escalation
Should this matter not be fully resolved within the above timeframe, I will have no option but to escalate the matter formally to the Ombudsman for Banking Services (OBS) and, if necessary, pursue further legal remedies in respect of failure to account, breach of contract, and regulatory non-compliance.
I trust Standard Bank will appreciate the seriousness of this matter and respond accordingly.
Please treat this communication as urgent and formal.