Worst Service After Being De*****ed

I was recently de*****ed on my Standard Bank account with multiple unauthorized Uber and Uber Eats transactions. Despite having my debit card with me, these transactions went through without the usual OTP authentication. After blocking my card via the Std mobile app (as advised by my bank account manager), more transactions were attempted and only stopped when the funds in my account were completely depleted. I only received confirmation that my card had been blocked after I called the Standard Bank customer service to highlight the issue.

A few days later, a representative from the bank asked me to provide details of the transactions I was disputing despite having clearly stated on their dispute form that I was querying all the Uber and Uber Eats transactions that went through on the specific date. I also clarified that I’m out of the country and couldn’t have made these orders.

After sharing a list of over 10 transactions, I was told the investigation would take 21 days. But 10 days later, a new representative only acknowledged one transaction and mentioned a 90-day investigation period.

The lack of communication and security transparency is not only frustrating, but also very concerning. I can’t use my account since the card is blocked, and I have received no guidance on how to get a new card while abroad. Standard Bank has not explained how my account was accessed while I still have my card with me, or how these transactions were approved without the OTP, leaving me feeling uneasy about using their services. Worst of all, is the way they are handling the issue, completely ignoring the inconvenience of not having my money refunded.