*****ulent Virtual Card Transaction and Lack of Feedback

On 12 December 2025, my father was the victim of a **** in which his entire salary was withdrawn from his Standard Bank account through a virtual card created under his name. Standard Bank has since confirmed that my father never requested or used a virtual card, and that no virtual card exists on his profile, yet one was somehow created and used to withdraw his full salary.

On 23 December 2025, Standard Bank advised that the matter would require 45 working days to investigate. This investigation period lapsed on 23 February 2026, yet no feedback was provided.

My father had to follow up himself via email on 24 February 2026, at which point he was told the matter had been re-escalated, but no timeframe for resolution was provided. He then visited the branch in person on 3 March 2026, where he was again informed that the complaint would be escalated.

It is extremely concerning that a customer must continuously chase Standard Bank for updates on such a serious matter. This experience gives the impression that the bank does not value its customers or the urgency of *****-related cases.

Furthermore, we question why a customer must wait 45 working days for feedback when their entire salary has been ******. How is a household expected to function without an entire month’s income? At one point, a Standard Bank manager even advised my father to take out a loan to cover his expenses, which is completely unacceptable. Instead of assisting a victim of *****, the bank appears to be pushing its client into further financial hardship and debt.

We now require immediate feedback and a clear resolution to this matter.