1 reviews | Active since Apr 2013
Unauthorized Debit, Account Overdrawn & Request for Immediate Resolution
Dear Standard Bank Team,
I am writing to formally raise a complaint regarding unauthorized transactions and the current status of my accounts, which has caused me significant financial distress.
After ensuring that all my debit orders were paid, I noticed an amount of R8,700 debited from my account, which resulted in my account being overdrawn by more than R7,000. Subsequently, this same amount appears to have been transferred into my credit card account, leaving my credit card overdrawn by approximately R3,000.
I contacted your call centre on three separate occasions, and unfortunately, none of the consultants were able to provide a clear explanation. I then escalated the matter via email to Private Banking, including supporting screenshots, and was advised that an investigation would be conducted.
However, as of today:
My credit card has only been credited with R5,000 My main account remains overdrawn by over R7,000 I have incurred additional fees (approximately R300) due to a bounced debit order
I was informed that a debit order of R4,800 was processed but bounced. This raises several serious concerns:
Who authorized the R4,800 debit order? Why was R8,700 debited from my account without my authorization? Why has this resulted in both my accounts being overdrawn? Why am I being penalized with fees for a situation that appears to stem from internal errors?
I require urgent clarification and a full breakdown of:
All transactions involved The origin and authorization of the R4,800 debit order The reason for the R8,700 debit The corrective steps being taken to restore my accounts to their correct balances Reversal of all fees incurred as a result of this issue
This situation is unacceptable, and I am extremely disappointed in the lack of clarity and resolution to date. If this matter is not resolved urgently, I will have no choice but to escalate it further and reconsider my banking relationship with Standard Bank.
I expect a prompt and detailed response.
Thank you for contacting us for assistance.
We try very hard to make every customer’s experience enjoyable, and we really regret not being able to meet your expectations this time.
We will do our best to resolve this issue as soon as possible and find a solution that works for you.
Our team will contact you to assist you.
Kindest regards,
Standard Bank Hello Peter Team
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Thank you for contacting us for assistance.
We try very hard to make every customer’s experience enjoyable, and we really regret not being able to meet your expectations this time.
We will do our best to resolve this issue as soon as possible and find a solution that works for you.
Our team will contact you to assist you.
Kindest regards,
Standard Bank Hello Peter Team
***
In addition, during March, a total of R675 was charged to my account for failed debit fees. These charges arose following an unauthorised debit of R8,784.67 processed against my account. I dispute both the unauthorised transaction and the associated penalty fees.
Kindly reverse all related charges and provide a detailed explanation of how this debit was processed, including the basis on which it appears I owe Standard Bank.
Furthermore, I request that my account be frozen immediately to prevent any further unauthorised activity, and that you initiate the process to close my account, as I intend to move to another bank.
In addition, during March, a total of R675 was charged to my account for failed debit fees. These charges arose following an unauthorised debit of R8,784.67 processed against my account. I dispute both the unauthorised transaction and the associated penalty fees.
Kindly reverse all related charges and provide a detailed explanation of how this debit was processed, including the basis on which it appears I owe Standard Bank.
Furthermore, I request that my account be frozen immediately to prevent any further unauthorised activity, and that you initiate the process to close my account, as I intend to move to another bank.