Complaint: Misconduct by Standard Bank Empangeni Representative – Elderly Client Misled

I am extremely disappointed by the conduct of a representative at Standard Bank’s Empangeni branch, who misled my elderly and unwell mother into signing financial advisor forms she did not understand or request.

My mother went to the branch simply to withdraw funds on 23 October 2025, Thursday. The staff member told her she would “have more money” if she had an advisor, even though my mother said she was happy with her account and didn’t want any changes. The representative then presented forms, saying they were for the withdrawal — but later that evening, my mother discovered a financial advisor had been appointed on her profile without her consent - via checking on the phone App.

When she called and confronted the staff member the next morning, the person admitted to appointing herself as the advisor and tried to downplay the fee, first saying there was none, then saying it was “only 3%.” Despite promising to call my mom later that morning to cancel her appointment, and send cancellation forms, she did not followed up.

My mother immediately contacted Stanlib’s head office to report what had happened, but no one has reached out to her since.

This is a serious case of misrepresentation and ********* behavior, especially towards an elderly client. I urge Standard Bank and Stanlib to investigate this matter urgently, remove the unauthorized advisor, and ensure this type of conduct is addressed.

We have been loyal clients for years — this experience has completely broken our trust!