Standard Bank
Unhelpful agent in an emergency

Hi,

I took my niece to the bank to withdraw money for her very ill mother at a Standard Bank atm in Heidelberg on Saturday.

We had two cards and wasn't sure which one to use. We tried the first one and it was swallowed by a machine. We immediately called your helpline to block it and was helped by a consultant who used her birthdate since we did not have her ID number with us. Because we had two cards we tried the second one using a different ATM but the same thing happened. We called again and was told we cannot be helped without an ID number.

After explaining our situation to the gentleman, he helped us though he also told us that we cannot be helped as it will take time.

All we wanted was to block the card that had just been swallowed. We would have made the decision ourselves on the length of time it took. Who are they to dictate to us about the time it will take to find or do security checks? We wanted to block the cards at whatever cost. Please clarify to me if this is common practice as we had a situation at hand and was about to be turned down if we didn't insist.

Ref no's for the call logged are 12305278 AND 12305294.

From an unhappy custome

Company: Standard Bank
Country: South Africa
City: Heidelberg

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