Urgent: Inward Payment for Minor's Account – a Year later and same issue again

Dear Standard Bank Team,

Around this time last year, I faced a very similar issue, and I am disappointed to find myself in the same situation again.

My daughter, Kelly Quiterio, has her birthday tomorrow. Her grandmother, Edevina Quiterio, who lives in Australia, sent her a monetary gift via international transfer. Yesterday, I received confirmation that the funds were received by Standard Bank and that I needed to go online to approve the transaction.

However, upon doing so, I encountered an error message stating that individuals under the age of 18 cannot accept inward tele-transmissions. Today, I received a message from Tshepo Motloung, advising that the processing team will send me a manual BOP form, which I should complete and return to ***, quoting the reference number IT25112ZA***.

Unfortunately, the provided email address appears to be invalid – emails bounce back, stating that the domain does not exist. So my question is, if and when I receive the BOP form where do I send it to?

This is extremely frustrating. Surely, the system should immediately flag the account as belonging to a minor, and the correct process should be triggered without requiring manual follow-up from the client. As a customer, I expect that the bank should make it easier – not harder – for us to receive legitimate international payments.

I am once again left scrambling just before my daughter’s birthday, trying to get the funds processed in time – the same stressful situation I had to deal with last year. I am genuinely wondering if I should go straight to Hello Peter in the future, as it's becoming clear that standard support channels are not effective.

I’ve seen repeated mentions online that only a “Kevin Pillay” from your team is able to resolve issues – is he the right person to contact for urgent resolution?

Please can someone from your team urgently assist me in: Provide the BOP form.

Providing a valid email address for submitting the BOP form;

Letting me know how long the form will take to arrive and what the processing time is after submission;

Ensuring this payment is successfully credited to my daughter’s account (Account Number: ***) before her birthday.

This situation is both distressing and unacceptable. I’d sincerely appreciate swift, effective assistance.

Kind regards, Karen Swart ***