Very disturbing policies!!!

A really abysmal response to a ***** case

I had wo amounts come off my account within a minute of each other from a Company I did not do business with. Took over an hour to get through to the ***** department to be told that the transaction was already approved (not much surprise as it took so long to contact somone)! Iw asgivena reference number and told that I will be contacted by the ***** department within 5 days. However, they did get back to me via sms to say that they are refunding me and that they woudl do so within 3 days. What I later find out is that they only really took the money from my account once they had established that the Company who had perpetrated the ***** had paid them back. Standard Bank then took the money from my account and will refund within 3 days. I am told, on the thrd day, that due to the virus and the staff working remotely (and the high volumes) there is a delay in payment. This is not acceptable for the following reasons: 1) Why take so long to answer a ***** enquiry call? Surely that shoudl be a priority situation 2) Why wait to refund only once the perpetrators have paid back the money taken, when in fact the money had not left the account yet? 3) Why then take 3 days to pay the money back after taking the money out of the clients account? Why not leave the money in the client's account and transact in the background. 4) Why make the client suffer when ou have established that it is fruad?

This is not a very good way of instilling any confidence. I am a long standing client and certainly would have expected much more from a bank where you are supposed to be secure. Their advertised promises are not the reality at all.