Unresolved ***** Case and Card Issues

I need to express my deep frustration and concern regarding a *****ulent card transaction that occurred on my account on 27 April for the amount of R2,085.54. I reported this incident immediately, and while I appreciate that the card was blocked as part of the security protocol, it has now been almost three weeks, and I have yet to receive a meaningful update—only vague messages that the matter is "still under investigation."

I have been a loyal customer of Standard Bank since 2009, and I find this delay unacceptable. This situation has made me question the safety and responsiveness of your ***** handling process. What if this amount was all my family had to survive on? What if it had been a much greater amount? The lack of urgency is extremely disheartening.

To make matters worse:

The replacement card sent to me does not work at ATMs, and It does not appear in my banking app.

This further compounds the stress and inconvenience I'm already experiencing. It genuinely feels like my concerns are being ignored.

If this issue is not resolved by the end of business today, I will be escalating this matter to the Banking Ombudsman. I am also considering sharing my experience publicly to warn other customers.

I would also like to know what your Group CEO, Mr. Sim Tshabalala, would say about this situation if he were aware that a long-standing client is being treated this way.

I expect an immediate response with:

A clear update on the ***** investigation status.

A timeline for the refund.

Confirmation that the replacement card will be activated and reflected on my app.