Worst Customer service I have ever experienced

On Sunday the 03/09/2017 I did a SWIFT payment for USD 2361.00 and was charged R30747.54 for the Forex, R153.00c for commission, R100 for the SWIFT fee. The money was deducted from my account on Monday the 4/09/2017.

On the 07/09/2017 at 10:52am I got a call from 012 988-500 to inform me that the payment had been rejected and that I would receive an email explaining everything. I did not receive this email. I also asked about a fee refund which I was told would not be possible as they had tried to process the transaction. I said I did not agree and would like my fees back and the full amount for the payment.

I then had to send a secure message that night via internet banking. I was called back the next day Friday 08/09/2017 by the Sandton city branch at 11:13 am I was told that they could not process a refund and would need to transfer me. I told them to call me back at lunch time. I was given a call back at 12:57 and transferred to the relevant department that I was told could do reversals.

I then proceeded to have email correspondence with Antonia Moosa. After a few emails back and forth I reiterated that I would not accept anything less than a full refund. Antonia did not respond to the email. After close to 3 hours of not receiving any further correspondence, I asked for an update and again did not receive a response. I was also told that I would have to accept the forex back at the spot rate of the day even though I payed a premium above the spot rate for the forex.(I’m sure you can retrieve a full version of the email correspondence)

Imagine returning something to a store and then the store telling you "Sorry sir the item is currently on sale so we can only give you back the sale price." That's essentially what Standard Banks is telling me.

The service I have received thus far has been truly disappointing. We are not talking about a small amount of money. I hope this matter can be resolved as soon as possible.