Standard Bank - Terrible Customer Service and Dysfunctional Operations

P.S. It's sad that we can't give a negative rating for this bank.

I was the victim of possible ***** on my Standard Bank credit card on the 30th of September 2022 to which I immediately called the ***** helpline to explain the issue. I was reassured by the agent that my card had been blocked, no new transactions had taken place that day and I would be receiving a new card the following week.

Proceeding this I kept recieving spam messages from Standard bank about never sharing my OTP and a few messages stating an amount that is suspected to be **********. I immediately called the call centre to query the issue, to which a series of new cards (cards I never even had access to or recieved) were issued and blocked. Bare in mind I also could not access my bank app due to the blocked card and the lack of a Standard Bank credit card in my posession.

Proceeding this I kept receiving SMSs on behalf of Standard Bank that my ***** case was ongoing with investigation until the transactions were cleared.

I recived an SMS on the 5th of October 2022 notifying me that my card was ready for collection from the allocated branch. I only signed for the card last week (week of the 10th October 2022).

As of yesterday (18 October 2022) I received a call from the bank stating that my ***** case has been rejected. The agent sent me an email with the transactions under investigation (all to a weird merchant that can not even be found on Google) with the same amount reouccurring on the same date. Bare in mind I did not have a card that was functioning on the dates specified. In addition, the card on which ***** was suspected was not even the card I signed off on (it was one of the in-between cards).

I immediately called the complaints helpline to explain I need the issue escalated to a senior manager to which the agent (I have the name written down) promised it would be escalated the following morning and the manager would call me. Fast foward to the next day and yet another agent (name also written down) ensured me that after 30 mins the senior manager would call me. After 30 mins the initial agent called telling me that the manager would not speak to me (after I was promised) and asked me what I want.

Standard Bank, is this how customers are treated by your bank? As a customer I have always paid my account on time and in full with no complaints or discrepancies. I expect a senior member of the company to call me immediately to resolve this negligance on behalf of your bank. I have spoken to multiple people who work for competitors and they are shocked at the negligance and treatment of your organisation.