U-turn decision on ***** refund

<p>I have been taken for a ride by Standard Bank. I was de*****ed two amounts, one of R 2,000 and one of over R 7,000. I did not receive the sms for the first amount as I was abroad, but as soon as I received the SMS for the second amount, I logged in to my internet banking to check and I immediately called SB to ask them to block the card. I called after a couple of days to follow up and they told me that the refund had been processed. Then they told me there was another amount of R 2,000 taken from my account. I did not know about the amount becuase I did not see the sms and I did not see the amount in my internet banking so I also declared that amount as *****. They then said that they could no longer refund me because they had to refer the two amounts for investigation. Today I called back and they told me that they will not refund me becuase I did not declare the first amount. THis is absurd because:<br />1) I was abroad so did not receive the sms for the first amount<br />2) I immediately reported the second amount and they said they would refund me<br />3) When I called back they now question the second amount, although they had OK the refund. How on earth can you do a U-turn on a decision like that? This is robeery in daylight, poor, *********** handling of ***** cases and not honouring their word. They can see from the movements that the amounts are not in line with my usual payments online and over the counter.</p> <p>To add to this, they never contacted me once to 1) ask me more quesitons regarding the dynamics of the ***** and 2) communicate their decision to me - I had to keep chasing them to find out on progress. This is absolutely disgusting - charging customers for their mistakes, for poor management and poor handling of cases. HOw on earth can you first say yes to a refund and then decline it? </p>