Standard Bank
Incident

I went to the branch to query a cheque card transaction. They requested I fill out a transaction reversal form to send to the department to get the transaction reversed. While attempting to cancel my card and order a new one, the agent at the call centre refused to help as I failed the security check and the consultant had stepped away briefly. Apparently updating my details at a branch does not mean it updates everywhere. He cited that they have an "average handling time" and I must wait till the consultant returns.

I called Standard bank 5 business days later as the transaction had not yet been refunded and was told that no case had been opened because the form I was given to fill out was only for known transactions already disputed with the merchant. Thus, nothing had been done aside from my card cancellation. Fortunately, this call centre agent was at least knowledgeable and patient enough to explain everything and open a case for me. The unfortunate issue is I had waited 5 days already and now must wait up to another 10 days while things are "investigated".

Company: Standard Bank
Country: South Africa
City: Erasmuskloof

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