Theft of Money by Standard Trust

Absolutely shocking service from Standard Bank Trust & Estates. We lodged documentation for a termination of the trust at the beginning of May. No acknowledgment, we contacted the call centre to confirm that they had received the documents. They confirmed, advised the process would take 15 days. We called once more to confirm that all was on track a week later, they confirmed the termination was in progress. After the 15 day mark and no funds were received we attempted to contact the call centre to find out what had happened. This is where our frustrations began. There is a system glitch, termination had not in fact been processed. We explain the urgency of at least a partial payment for basic necessities like medication and food. After very many frustrating phone calls on Friday 30 May 2025 a consultant promises an interim payment, that day. Those funds were never received. Since 28 May I have emailed a consultant from Standard Trust, no response, the team leader, no response, the manager, no response. The call centre has us on hold for often more than an hour at a time. I have lodged a complaint with their complaints department and they "escalated" the matter right back to the Trust department which is refusing to communicate with us about my daughters funds. At this point, they cannot tell us at what stage the termination is at and how much longer it will take, they will not answer to why the "emergency" funds they were to pay LAST WEEK have still not been received. THEY WILL NOT COMMUNICATE WITH US AT ALL. At this point it is bordering on theft. For a department that its beneficiaries depend on for the basic necessities, their lack of accountability is shocking. I would not recommend that ANYBODY opt to use Standard Bank for ANY REASON whatsoever. Any funds that would have been invested in a Money Market account will now be transferred to Nedbank, who actually answer their phones.