1 reviews | Active since Dec 2020
Travel benefits incorrectly linked — Standard Bank cannot resolve after multiple escalations
I first contacted Standard Bank via email on 1 January 2026 regarding my travel benefits, which are incorrectly linked to a World Citizen Card instead of my active card.
When I received no response, I followed up on 6 January 2026 with the Private Client Centre and the assigned consultant.
This matter has since been escalated to multiple departments and representatives, yet remains unresolved.
The following representatives and departments have been involved:
• Private Client Centre — *** • Thapelo Walaza — *** • Excy Le Roux — *** • Mbulelo Vilakazi (Manager, Complaint Resolution Centre) — *** • Complaint Resolution Centre — *** • Complaints Desk — Clint Peterson • Complaints — *** • Executive Care — ***
Despite this extensive escalation, the issue continues to be passed between departments with no ownership or resolution.
Key concerns:
• Original consultant went out of office with no handover • Case reassigned within the same department • Escalated to Complaints Resolution Centre • Repeatedly told it is with IT or another IT department • No manager intervention despite being copied
This is a simple correction request:
• Remove the World Citizen Card from my profile • Link travel benefits to my active card
I am now resorting to HelloPeter because internal escalation channels have failed and no one has taken responsibility.
I request urgent executive intervention and a firm resolution timeline.
Michelle Massyn
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of. We will reach out to our complaints resolution management team and request an update be provided.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
Thank you for bringing this issue to our attention.
As Standard Bank, we are committed to providing you with the best possible service and will ensure that this issue is taken care of. We will reach out to our complaints resolution management team and request an update be provided.
We sincerely apologise for any inconvenience or unwarranted frustration this has given you.
Kindest regards,
Standard Bank Hello Peter Team
***
I am following up on your response dated 23 February 2026. To date, I have not been contacted by anyone from your complaints resolution team, nor have I received any update on this matter.
It is very concerning that despite your assurance that the issue would be attended to, no action or communication has taken place.
Please treat this as urgent and advise who is handling my complaint, together with a clear timeline for resolution.
I expect prompt feedback.
Regards,
Michelle
8
I am following up on your response dated 23 February 2026. To date, I have not been contacted by anyone from your complaints resolution team, nor have I received any update on this matter.
It is very concerning that despite your assurance that the issue would be attended to, no action or communication has taken place.
Please treat this as urgent and advise who is handling my complaint, together with a clear timeline for resolution.
I expect prompt feedback.
Regards,
Michelle
8