Standard Bank takes no responsibilty for *****ulent transactions

My mother (in a wheelchair) has been at your branch 3 times now. R13,000.00 in *****ulent transactions were made on her account since 1 Jan, until about end April 2025, when she requested that the card needs to be stopped. This is due to the fact that Standard Bank has no protocol in place to avoid such transactions (in this particular case from Uber), vias OTP's, authorisation via USSD or in-app. All other banks have such security measures, except you. Standard Bank is taking no blame regarding these transactions and state they are not at fault. They refuse to open a ***** Case.

They were also supposed to assist her to install the Mobile Banking app on her phone. My mother is not very tech-savvy and the 'client service consultant' at the branch assured her the app is working. I checked after she returned. The app was not even installed on her phone! This is after sitting approximately 4 hours at the branch (despite her being in a wheelchair and your policy to grant the old and disabled preference), due to a lack of personnel. And those who were there, were obviously unskilled.

Does she now have to take a second trip to the branch?? Who will be paying the transport costs, as she has no vehicle and has to make use of a transport service and carer to assist her to get to the branch?

This matter is escalating extremely quickly. The branch does not pick up their phones either. So contacting them is impossible, unless you go to the branch itself.

This is absolutely ridiculous 'service' from a bank.

I expect this matter to be taken seriously and finalised by 28th May at the latest, when a full refund of the *****ulent transactions will be due.

Should this not occur, action will be taken via the Ombudsman.