1 reviews | Active since Oct 2013
Standard Bank Virtual Card refunds and reversals Not Received
My virtual card was used for online shopping. Both orders were cancelled by the Merchant. In response to my email requesting my refunds- I received the following reply from them.
Thank you for taking the time to contact us at Fashion Nova customer care! After further investigation of your order, Fashion Nova could not verify the entered billing information provided. Your order has been canceled and any funds on hold will go back to the form of payment/account used. We can assure you that we have canceled the order and it can take up to 7 business days to appear on your account depending on your financial institution. Please be sure to contact your financial institution to verify that your billing information matches what is on file with your bank. Once verified, please place your order with the correct billing information on our site at www.fashionnova.com.
I am aware now that the funds on hold have not and do not go back into my VIRTUAL CARD and neither has it been refunded back into my original card. I am struggling to understand why this does not automatically happen and why it now becomes the customer's responsibility to follow up and do the necessary in order to have monies owing to them refunded into their account.
Kindly advise and guide me through this ARDUOUS process of having my funds duly refunded.
Thank you for alerting us to this.
We would like to make sure your matter is resolved as a priority.
We have reached out to the relevant team so that we can ensure a speedy resolution.
Please be on the look out for a call from our team.
Kindest regards
Standard Bank Hello Peter Team
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Thank you for alerting us to this.
We would like to make sure your matter is resolved as a priority.
We have reached out to the relevant team so that we can ensure a speedy resolution.
Please be on the look out for a call from our team.
Kindest regards
Standard Bank Hello Peter Team
***
Thank you for the prompt call on the 6 April 2023.
Subsequent to our conversation I sent through an email that this matter was now being handled by our private banker at Standard Bank- Kedibone Ndaleni. To this end I saw no reason to duplicate the paperwork and create confusion.
Just for the record the matter is still pending with me having to send further proof of communication between the merchant Fashionnova and I.
Yesterday 17 April 2023, I attempted another online transaction using my virtual card. Suffice to say I am now in a bigger predicament…. this transaction was also cancelled.
I have sent through an email to you with all the necessary documentation in lieu of the above, duly completed. I am still awaiting feedback to acknowledge receipt of this email as telephonic contact has not been successful.
A note to other Standard Bank customers who have this problem with virtual card refunds not reflecting in your card; it will take great patience and much work on your end to receive monies/ refunds due to you from Standard Bank. You will have to produce every document detailing proof of the transaction, cancellation of the transaction as well as any communication between you and the merchant regarding the refund of monies.
Most disturbing is that Standard Bank has an ongoing issue with virtual card refunds/ reversals. To date they have done nothing to implement a system or process of automatic refunds into the virtual card. Instead the onus lies with the customer to provide proof that monies are owing to them and worse still that the online merchant is indeed honourable.
Thank you for the prompt call on the 6 April 2023.
Subsequent to our conversation I sent through an email that this matter was now being handled by our private banker at Standard Bank- Kedibone Ndaleni. To this end I saw no reason to duplicate the paperwork and create confusion.
Just for the record the matter is still pending with me having to send further proof of communication between the merchant Fashionnova and I.
Yesterday 17 April 2023, I attempted another online transaction using my virtual card. Suffice to say I am now in a bigger predicament…. this transaction was also cancelled.
I have sent through an email to you with all the necessary documentation in lieu of the above, duly completed. I am still awaiting feedback to acknowledge receipt of this email as telephonic contact has not been successful.
A note to other Standard Bank customers who have this problem with virtual card refunds not reflecting in your card; it will take great patience and much work on your end to receive monies/ refunds due to you from Standard Bank. You will have to produce every document detailing proof of the transaction, cancellation of the transaction as well as any communication between you and the merchant regarding the refund of monies.
Most disturbing is that Standard Bank has an ongoing issue with virtual card refunds/ reversals. To date they have done nothing to implement a system or process of automatic refunds into the virtual card. Instead the onus lies with the customer to provide proof that monies are owing to them and worse still that the online merchant is indeed honourable.
Thank you for getting back to us, we have requested our consultant to look into this matter and provide you with a follow up.
Kindly await feedback from our team
Kind Regards
Standard Bank Hello Peter Team
***
Thank you for getting back to us, we have requested our consultant to look into this matter and provide you with a follow up.
Kindly await feedback from our team
Kind Regards
Standard Bank Hello Peter Team
***