Unresolved Instant Money Dispute – Case ***4 Ignored Despite Escalation

I lodged a complaint with Standard Bank under case number ***4 regarding two unresolved Instant Money transactions (Refs: *** – R150 on 14 December 2025 and *** – R1,500 on 10 January 2026). Despite repeated follow‑ups and escalation to the Complaint Resolution Centre and the Escalation Manager, the matter remains unresolved.

Standard Bank committed to resolving the issue within 3 business days, yet more than a month has passed with no substantive update. I have requested:

Review of ATM footage for both incidents

Clear explanation of what happened to my funds

Refunds of R150 and R1,500

Call recordings for my records

The handling of this matter is in breach of the Code of Banking Practice (fair, transparent, prompt resolution) and contravenes the Consumer Protection Act, which requires services to be delivered with due care and skill.

I am extremely dissatisfied with the lack of communication and accountability. If this matter is not resolved immediately, I will escalate it to the Ombudsman for Banking Services (OBS) for independent investigation.

Desired Outcome:

Immediate refund of both disputed amounts (R150 and R1,500)

Written explanation of findings

Access to call recordings and ATM footage for transparency