Standard Bank
Claim Rejected

On Saturday 14 December 2013, I tried to make a withdrawal from an ATM. The machine took my card and did not return it. I tried to cancel the transaction various times, but with no success. While trying to stop the transaction, I received a SMS that a withdrawal was made of R 5000, 00 from my account. I immediately phoned to stop my card. As expected, the call did take some time to be answered. I then reported what happened and my card was stopped. After this incident I immediately phoned my Private Banking Consultant - Santa van der Walt (018 293 8575) from Potchefstroom branch and got advice from her what to do next. I then tried to get through to the Department for a couple of days as their phone just keeps ringing and no one answered. I eventually did get hold of them and reported my case. I had to fill in an affidavit to explain and confirm what happened. In the new year when I phoned them to find out about the progress on my complaint, I was told that my claim has been rejected because it took me 7 minutes to report the incident. As an executive customer I feel that their decision made me feel like I am the one that committed this crime.

Company: Standard Bank
Country: South Africa
City: Department

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