You must not read it in detail, it's just for documentation!
date |
|
Description / Mail subject / mail body |
@standardbank.co.za |
28.12.2021 |
|
Ask for opening a Savings account at Bredasdorp branch for buying a holiday home in SA. |
Information@ |
08.01.2022 |
|
No answer. I ask again |
Information@ |
12.01.2022 |
|
I ask, what business model it is to avoid customer. 3rd try, no answer |
complaint.resolutioncentre@; |
13.01.2012 |
|
4th try, no answer |
privatebanking@; |
19.01.2022 |
|
5th try, no answer |
Same as above |
20.01.2022 |
|
6th try, no answer |
Same as above |
22.01.2022 |
|
7th try, no answer |
Same as above |
|
|
At this point I should have
stopped asking for a bank account at Standard Bank. |
|
08.02.2022 |
|
Non Resident department (Perumal, Niven) sends me forms to start the application process |
Nivendren.Perumal@ |
09.02.2022 |
|
All necessary documents digitaly signed |
Nivendren.Perumal@ |
09.02.2022 |
|
Vetting process started |
NonResNewBusiness@ |
16.02.2022 |
|
Vetting process in progress |
NonResNewBusiness@ |
16.02.2022 |
|
Source of wealth (my
Austrian Bank Accounts etc. ) is not accepted. I ask for an example. |
|
16.02.2022 |
|
I give them another example
of my source of wealth as they do not say, what exactly they want to get!! It
starts to get stupid. I ask them, not to make
jokes!! |
Nivendren.Perumal@
|
21.02.2022 |
|
I ask them to inform the local branch in Bredasdorp about the status of my vetting (stage 4). I ask for an email address at Bredasdorp office. |
NonResidentPayments@ |
23.02.2022 |
|
No answer |
NonResidentPayments@ |
23.02.2022 |
|
I tell them:
|
NonResidentPayments@; |
24.02.2022 |
|
Vetting process stage 5 |
Nivendren.Perumal@ |
24.02.2022 |
|
I tell them, I am in Bredasdorp brach around 14th of march. I tell them, that I hope, this is not the standard procedure to open an account. |
Nivendren.Perumal@ |
24.02.2022 |
|
I ask again to announce me at the local branch to avoid sitting there without prepared documets. |
Ntebaleng.Masenya@ |
15.03.2022 |
|
At the local branch. Dorelle Thompson is very helpful. The other side (Jo’burg) is NOT. The now verified documents (signed) have to be sent to the headquarter in Jo’burg. There was no coordination so far! |
Lucinda.Lotter@; Ntebaleng.Masenya@; |
28.03.2022 |
|
I ask Dorelle, if there are any news from the headquarter |
Dorelle.Thompson@ |
28.03.2022 |
|
Dorelle asks, when the account will be opened. |
Lucinda.Lotter@; Ntebaleng.Masenya@ |
04.04.2022 |
|
I ask again about the status of my bank account, as I will leave South Africa next week. |
Dorelle.Thompson@ |
05.04.2022 |
|
Dorelle asks the headquarter about the status |
Lucinda.Lotter@; Dorelle.Thompson@ |
05.04.2022 |
|
Headquarter wants to know
details about my future account 2 weeks after my visit in the local branch.
2
weeks lost in the process for a new non resident account!!! We have been at the branch one day later to double check all document. Now, 2 weeks later you ask for initials on a standard form. |
NonResNewBusiness@; |
05.04.2022 |
|
Good day Mr Franz We take note of the account opening documents. Please see attached the latest FAIS statutory disclosure document. May you kindly initial the bottom of each page and return them via email
Kind Regards Lucinda Lötter |
Lucinda.Lotter@;
|
05.04.2022 |
|
attached find the SAME DOCUMENT I sent to the vetting process on the 9th of February!!! Did
you delete all documents that have been accepted so far??? Maybe the process was to long now and we have to start from SCRATCH. I am very interested , how you will go on further. Franz REINISCH
|
NonResNewBusiness@; |
05.04.2022 |
|
Good day Mr. Nivendren Perumal, as
I was asking for a person responsible for this silly process and YOU
suggested YOUR Email as the right address, I ask you FRIENDLY to speeden up
the process to get a Bank Account. I need the account for transfers to
municipality and levy. 4 month!!!! Hope to get a successful solution soon, as we depart SA on friday morning.
Franz Reinisch
|
Nivendren.Perumal@ |
06.04.2022 |
|
Good day I'm glad the account is finally opened. Yes you may come to the bank today. Just remember to bring your Passport.
|
Dorelle.Thompson@ |
06.04.2022 |
|
Good afternoon Mrs Thompson, sorry to contact you that early. I tried to register for internet banking but fail with that message. Maybe the account is not yet ready for Internet banking??
|
Dorelle.Thompson@ |
06.04.2022 |
|
Good day
The above-mentioned client opened a new account with Standard Bank. His ATM card was issued today at our branch and the client was authenticated by Jared Conley.
Attached request from the client for a permanent EAP limit of R5 000 to enable him to pay his monthly utility bill to the local municipality.
|
Tozi.Nokoyo@; |
06.04.2022 |
|
Good Morning Mr Reinisch
Please note that you needed to have a SA number on our records in order for you to register on Internet Banking. I added a dummy SA number(0821230000) to enable you to register, choose your OTP to go to your email.
|
Tozi.Nokoyo@; |
07.04.2022 |
|
Thank
you for the email, “I added the dummy phone number 0821230000 to my registration profile and can so go to the next step”. But I have no phone with that number to get the OTP.
My
SA cell number is 083 73 00 269 (as WRITTEN in about 100 FORMS to get this
account). or please add my correct phone number to my registration profile. Thanks a lot. Franz
|
Tozi.Nokoyo@; |
07.04.2022 |
|
Dear customer, Your card number **** is now registered for online banking. Please note that your card number **** was registered to ************ for online banking on 2022-04-07 at 11:59:12. Welcome to online banking.
|
info@ |
07.04.2022 |
|
successfull, thank you. Hope I can correct the dummy phone number myself - can i ??? just stepped through all the menue items. No phone number found.
|
ibsupport@; |
07.04.2022 |
|
… I do not want a dummy on my profile, even using the email as main communication way. please help me finding the way or correct it: 083 73 00 269
best regards and thanks for the quick response on my problem.
Franz
|
Tozi.Nokoyo@; |
07.04.2022 |
|
very annoying, I wait since 20 minutes for the otp, then the verification form is TIMED OUT AND
ALL THE forms are RESET!!!
Franz
|
Tozi.Nokoyo@; |
07.04.2022 |
|
Franz
|
ibsupport@ |
08.04.2022 |
|
Good moorning, First transaction done, 5k R received from my transfer bank.
|
Dorelle.Thompson@ |
09.04.2022 |
|
Good afternoon,
I asked you to unlink the fake phone number from my profile. My sa nr is 083 73 00 369 In managing my app profile, the fake nr. is still LINKED. please unlink and add my correct number.
Thanks
Franz
|
Tozi.Nokoyo@; |
09.04.2022 |
|
Dear
Support (not answering so far): and as you know:
083 73 00 269. PLEASE
CORRECT THE DUMMY phone number, as I have mentioned this number in about 100
FORMS you asked for to get the account. You forgot everything???
But
after 3 month of hard fight for the account, I
am very happy with your service, ..... good business modell!!
please give me an email address of the quality management department responsible
for all that problems your processes are making.
|
ibsupport@; |
11.04.2022 |
|
Good Morning Mr Reinisch Please note that I do not work on weekends. SA number update: I do not have access to your internet banking, check if you can amend the correct number.
Kind Regards
|
Tozi.Nokoyo@; |
16.4.2022 |
|
Standard Bank Internet
Banking, BAD SUPPORT!! |
|
|
|
Good afternoon again.
back home to EUROPE we try to access our online Account. As our Desktop Computer is “ne to your system” you ask for an OTP via email!
I request the OTP at 10:35 You send the OTP at 10:34 – what seems to be FAKE or at least different TIMEs on different systems in your house (webserver, Mail-Server)
The problem is, we get the
OTP at 10:41 which is 6 minutes later (at the BEST).
The OTP-Check does not allow
this OTP. Any other idea, how to get an OTP faster??
I can log in with my Laptop (first connection to you) without OTP I can log in with the mobile App and Passwd or fingerprint.
Best regards
Franz Reinisch
|
ibsupport@; |
22.04.2022 |
|
Your
message
|
Dorelle.Thompson@; |
22.04.2022 |
|
as I did not get any answer to my last questions, it is stupid to ask you again. But I will try:
You send me very unfriendly Emails, THAT YOU DELETE a MESSGAE without being read.
This in UNFRIENDLY and STIPID. Please stop this messages and correct your Mail-Server setting.
Franz Reinishc Customer – so far.
|
ibsupport@ |
29.04.2202 |
|
Good day, |
ibsupport@ |
29.04.2022 |
|
Mr/Mrs E-Mail Unit,
thank you for the answer from 29. April 2022 15:39. What exactly do you meant with:
Do you mean the OTP problem or the un-answered UNFRIENDLY delete mail message???
Regarding the unfriendly delete mail: I got the same email at 16:35. One Hour before you told me the problem is solved??
I mean: this is not a problem for me BUT should be a problem for YOU. YOU tell the customer, that you have deleted an email without being read. I think THIS IS not only unfriendly but also VERY STUPID. You should solve your problems
And yes, after WEEKS of NOT answering, I want to escalate the problem BUT NOT with a phone call. Please give me an email-Address to do so. It’s a long way from Central Europe to JHB.
Franz Reinisch Customer
|
ibsupport@; |
10.05.2022 |
|
Visharad Bundhoo, if you are not able to read my emails, you should ask your managers to solve the problem.
Imagine: I tell you about YOUR ERROR in YOUR (Standard Bank) mailserver and you suggest:
Please be advised that you will need to contact our Digital Banking Helpdesk (Internet Banking) on 0860 123 000 and select option 1, then option 5 for assistance. Please listen to the options carefully to confirm the above options.
Hope your managers (human resources) know, what to do. Just to remember (so you must not read my emails): you (Standard bank) send me emails telling me, that you delete MY emails without being read. Is this your level of customer service?? To IGNORE CUSTOMERS?
astonished customer.
Franz Reinisch
ps please be advised that you will need to contact me on 083 73 00 269 to clear this problem and to apologize for your stupid email. |
ibsupport@ |
Opening a bank account at Standard Bank and adjusting the account to be fully operational.
It took me 99 days to get the account number and the online banking activated.
The purchase of the holiday home took me 64 days from the offer to the confirmation of registration (for the deeds documents).
Not included the never-ending unanswered support requests following the opening of the account.
Next steps are only mentioned here without going into the details (it's 550 emails):
OTP are sent to authenticate, but the OTP - sms was
delayed for minutes to Austria via the Austrian roaming partner of my MTN
cell number.
After 30 seconds (or so) you could resend a new OTP.
After resending 3 times, the OTP-Sending service was switched off. No
possibility to do something with the account.
Resending the same support request (due to no answer) to
ibsupport@standardbank.co.za
ended in a blacklisting of my email address.
No Mail, no SMS, no account.
They did not do their work but classified my mails a spam. What a business
model!!!
How could we stay in contact from here in Austria?
A
LinkedIn Contact and good friend in the meantime helped off the official
channels. We are still in WhatsApp contact, so I can ask him for help this way.
As WhatsApp temporary was the only channel I was able to get in
contact to them (email and sms BLOCKED)
the official answer from
Standard Bank was not very helpful:
We do not do WhatsApp.
I transferred a deposit to my contractor for my new
pergola roof. The transfer was accepted without any problems.
4 weeks
later the work was done perfectly and to show my respect, I transferred the
final amount to the same account as an "Immediate Transfer".
I got a
confirmation the transfer was done within seconds (for an additional fee). I
sent the screenshot to my contractor and he thanked for getting the money
fast.
2 days later he called me, that the money was WITHDRAWN from his
account. Imagine: He had the money on his account and it was gone after two days.
50
emails later the Standard Bank said, that they did NOTHING WRONG. I got a
"compensation" of 2000 Rand I transferred to my contractor. Standard Bank
did not call it a compensation, as they DID NOT WRONG. They called it
"goodwill".
Anyway: I lost my contractor.
The goodwill was not good enough to calm down my contractor. He does not
want to make future contracts with "untrustworthy" customers.
2024 we became part time residents to South Africa and
have been ´handed over to the "normal, standard resident department".
Finally we could escape the terrible NON RESIDENT DEPARTMENT.
But: Nothing changed. The local branch "manager" did not understand the open requests. Changing my "unnamed debit card" to a debit card with the owners name on it would help me making internet payments. 2025 I still do not have a new debit card. Standard Bank and the poor performer at the local branch in Bredasdorp did not understand the problem, as usual.
I had to transfer some small amounts to our gardener with
an instant transfer. This is a welcome method to transfer money
more or
less to a phone number for people without bank account. You create a voucher
number and send it to the phone number. With an additional PIN the person
could draw the money from any ATM like with a debit card. Very useful.
The Voucher was sent and half a day later, the beneficiary confirmed the
money drawn.
3 days later, I tried to get some documents, statements
or so, from my online account - BUT
my account was blocked.
After 2 hours
in the online Chat to solve the problem, my account was accessible again.
I tried to get an answer, what the Bank thought about the blocking, as
the money already was drawn. 500 Rand by the way, 25 Euro.
And a
known beneficiary who got a higher amount before.
Imagine: they block my account while the money is gone
already. Do they go to the SAPS to find the beneficiary to get the money
back?
And ask to give the money back?
What is my procedure next time, to make sure, the account is not blocked after an instant money transfer??
The answer:
From a security standpoint, we employ
advanced monitoring systems through trusted vendors to identify suspicious
activity on customer profiles, including activity on the Standard Bank App
and internet banking. As these mechanisms are designed to proactively
safeguard our customers, specific details cannot be disclosed.
But disgusting?
YES!!
We try not to use the Standard Bank Account too often to
reduce the problems with them (Standard Bank). It is disgusting.
Unfortunately we
have an incoming periodically transfer of a payment from a criminal (!), who
has stolen a construction deposit without working for it.
SAPS
arranged
a monthly payback with the criminal. Thanks to SAPS! He will need 7 years to pay back the
whole amount.
So - we need the account to get the money back.
Otherwise we would have quit the account earlier. See also: 22.1.2022
12.7.2025
to be continued? - Hopefuly NOT!
Feedback welcome at: franz.reinisch@maint.at
To be published at:
substack.com
Hellopeter.com
Maint.at