1 reviews | Active since Aug 2015
Stop orders not due each deducted 21 times!
On Thursday 7 May I went to Standard Bank Blue Route. I reduced 3 stop orders which were in support of my church & missionaries. These stop orders are taken off my current account at the end of each month. That was done efficiently or so I presumed. On Saturday morning, 9 May, I noticed a whole lot of SMSes from Standard Bank & went into my Standard Bank app. I discovered that the 3 stop orders were deducted from my account on 8 May, not at the end of the month, & that each stop order had been deducted 21 times! Over R37 000 was deducted from my current account sending me into a huge overdraft. I went to the Bank straight away & reported the matter & the lady who dealt with me acknowledged it was a Bank error & said they would attend to the error on Monday 11 May. I asked her to reverse all the stop orders but she said the Branch cannot do that. Some other department would do it. She also escalated the problem & notified her manager & Standard Bank IT as it appeared to be an IT fault. I also notified all the beneficiaries of the stop orders & said the unexpected windfall was a Bank error & that the bank would reverse the money. On Tuesday 12 May I saw that the stop orders were not reversed. I waited patiently. On I think Thursday 14 May to speak to the lady who had helped me. She was busy at reception & I was told she would phone back. She didn't but her manager phoned back that night or Friday & said they were attending to the matter. When nothing happened I phoned Customer Services & they said they'd look into it. Nothing happened. On Friday 22 May I phoned the queries number (***) on the SMS Service request & got through IT. The gentleman was helpful, took down all the details & I think consulted someone. He opened another service request. He also said that IT cannot reverse the money & that had to be done by the Branch. That contradicted what the Branch told me. Next day, Saturday 23 May I went back the Standard Bank Blue Route & spoke to one of the managers. He said they were dealing with matter & would phone me back. It is now Wednesday 27 May & he has not phoned me back. I asked him if the 3 recipients of the extra money must send it back to me & he said no, the Bank would do that. I also requested that when the Bank gave me back my money they also reverse all the overdraft interest charges. All this has cost me a lot of my time in a very busy period plus phone costs plus travel costs to the Bank. An inconvenience fee would be appreciated. I have been a Standard Bank customer for 40 or more years & do not expect this poor level of service. John Child ***
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Complaint Resolution Centre
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We looking into your matter and feedback will be provided shortly.
Kind regards
Complaint Resolution Centre
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After many phone calls & a Blue Route Branch Bank visit on 23 May, speaking to Mr Tembani Wright, I still have not received my money back. Here are the references: IT 150370; service requests *** (9 May), *** (22 May). Mr Wright has not got back to me since 25 May. hellopeter has not got back to after their initial acknowledgement.
If all my money plus all the loss of interest & any other fees are not returned to me today I'm going to Wendy Knowler tomorrow, 3 June 2020. This too has taken a lot of my time waiting for phones to be answered & travelling to & waiting at the Bank; an inconvenience/time taken fee would also be appreciated.
Thank you.
John Child
***
After many phone calls & a Blue Route Branch Bank visit on 23 May, speaking to Mr Tembani Wright, I still have not received my money back. Here are the references: IT 150370; service requests *** (9 May), *** (22 May). Mr Wright has not got back to me since 25 May. hellopeter has not got back to after their initial acknowledgement.
If all my money plus all the loss of interest & any other fees are not returned to me today I'm going to Wendy Knowler tomorrow, 3 June 2020. This too has taken a lot of my time waiting for phones to be answered & travelling to & waiting at the Bank; an inconvenience/time taken fee would also be appreciated.
Thank you.
John Child
***
Thank you for posting your comments.
An email was sent to you requesting further details, to date no response received. Should your matter still not be resolved, please revert directly to me on the below email.
***
Kind regards
Whitney Marope
Complaints Resolution Centre
***
Thank you for posting your comments.
An email was sent to you requesting further details, to date no response received. Should your matter still not be resolved, please revert directly to me on the below email.
***
Kind regards
Whitney Marope
Complaints Resolution Centre
***
