Standard Bank not protecting customers: ***** on my Credit Card - beware - this could happen to you with no protection from Standard Bank

On Thursday 28th January, I was phoned by someone purporting to be from Standard Bank ***** Division. She said that she had noticed suspicious activity on my Credit card and wanted to know if I was making the transactions at MTN, Vodacom and Cell Cell. This person knew many details about me, including my ID number, work, home and cellphone telephone numbers and my bank card number.

I do not believe myself to be a naïve or gullible person and I requested verification from the person and was told numerous correct details about myself. I also asked to speak to her supervisor as I said I was concerned about whether or not this was legitimately Standard Bank ***** division. The person told me that they required the OTP that had been sent by SMS to my cellphone number, in order to block the card and stop the ********** activity. I was reluctant to give the OTP and put down the phone. A few minutes later I received another call from ‘Standard Bank ***** Division” saying that purchases were being made on my account and I needed to give an OTP to stop the card.

I tried to end the call – but was told that if I ended the call, I would be liable for the ********** purchases. By this stage I was thoroughly traumatised – I am a single mother who only works half day and cannot afford to be lose money.

During my interaction, my son phoned Standard Bank ***** line. He was informed they had now blocked my card and they would investigate and call me back in 72 hours. By this time the ********* had spent a substantial amount on my credit card – and had gone over my limit. I received no phone call. I was forced to go into Standard Bank to follow up. Strangely they asked me to call the ***** line again. The ***** division told me they would contact me and let me know how the investigation into the ***** was going and see if they could get the funds back from the merchant.

When I phoned the ***** line for a third time, they said I should have received a SMS message from Standard Bank with a reference number and other details – but I never received this. I was also told that the case has been declined by the ***** division and even though they could investigate and follow up with the merchants, they had decided not to do this. Nobody bothered to ask me for the telephone number of the ********** – thereby appearing unconcerned about apprehending the *********.

It is concerning that the ********** were able to spend more than my limit on my card – and that this did not raise a red flag to Standard Bank. Why did the bank not bother to verify the validity of multiple (13) purchases one after another on a credit card, which I hardly ever use. I subsequently received threatening SMS messages and emails from Standard Bank saying that I over spent my limit and urgently need to pay an amount immediately. I do not have the funds to do this and it surprises me that there is such poor communication within Standard Bank that they do not register my phonecall, email and the case I made about the *****. Most concerning: I heard from 8 other people who have been ****med in the same way over the last 3 months! Why has Standard Bank not alerted their customers about this ****? It is a real concern that possibly the customer’s detailed information is being fed from inside the bank. I spoke to a victim who was ****med two weeks before I was and the person was encouraged to keep this quiet, and told that if she did so, Standard Bank would give her a full refund. It is concerning that these are ********* are well informed about banking processes and have access to banking numbers (when the call came through it said Standard Bank) and are capable of sending out SMS messages which appear to be coming from Standard Bank. I was told by someone in the ***** division that it is easy to make the number appear as though it is from Standard Bank – but why then doesn’t Standard Bank utilise a system that is not as easily hacked?

I was extremely worried about money being spent that I can’t afford so when I was told that my OTP was needed in order to block the card – I really thought that was my only option to stop the spending. Especially as it seemed the call was authentically from Standard Bank.

Standard Bank has not protected me, their customer and the lack of communication and support from Standard Bank is appalling. I made a complaint to the Complaints division telephonically and by email and to date I have heard nothing from them whatsoever. Surely it is their responsibility to look after their customers and ensure their safety? While some customers received a full refund after *****, I wonder when (or if) I will hear back from them and whether they will actually investigate this matter or just let the ********* get away with it?

It is concerning that the bank knew about this ********** activity which had been happening for several months and yet they did not notify their customers and take steps to warm and protect them.

I have been thoroughly traumatised and violated by this experience, but also by Standard Bank’s lack of responsiveness and the shocking service I received from Standard Bank. When I needed Standard Bank to support/ protect me, where were they? I am a single mother who can’t afford to lose this money. To date they have not bothered to call me or respond to my email.

I feel this is unacceptable treatment and I am traumatised by Standard Bank's lack of communication, investigation, and their failure to protect their customer and would like Standard Bank to refund me the money.