Standard Bank
Department slow to assist

My card was cloned and as a result all the money in my account was. I reported this on the night of the 4th (after 11pm) as soon as I received the notifications (from transactions done in North America). I was told that a analyst will contact me. I went to the branch at the Grove where a consultant told me that I will be contacted - nothing happened. I phoned on Wednesday - again I was told someone will phone me and documents be sent and nothing happened. Today I managed to get hold of someone who tried to assist, only to be told that the documentation cannot be sent as 2 of the transactions are in pending status (which apparently can take a week to go through). This is ridiculous. They have known since Saturday night that my money was and have done nothing while waiting for illegal transaction to go through. Meanwhile I have no money to by food for my child and petrol to get to work while I have to wait at least 10 working days while people in the same situation at other banks were assisted in 3-7 days. This is not good customer experience in addition of the embarrassment of having to borrow money.

Company: Standard Bank
Country: South Africa

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