Standard Bank

an endless story of poor service quality

 

Opening a bank account

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@;
Information@

13.01.2012

 

4th try, no answer

privatebanking@;
complaint.resolutioncentre@;
privatebanking@;
NonResidentPayments@;
qmanpaymentqueries@

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.
On LinkedIn-platform I tried to get another email address of someone interested in “selling” a Standard Bank product.

 

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!!
(this phrase will appear more often in the following communication)

Nivendren.Perumal@
Ntebaleng.Masenya@

 

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:
Without answer, our communication seem to be a soliloquy (self praat??).
14th or 15th  of March 2022 I want to go to the local branch to finish the vetting process.
The Municipality asks for account numbers for my holiday home.

 

NonResidentPayments@;
Nivendren.Perumal@

24.02.2022

 

Vetting process stage 5
Perumal, Niven has escalated my request
(this phrase, escalation, will appear more often in the following story)

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@;
and physically:
Dorelle.Thompson@

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 to check all the documents are finished. 

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@;
Dorelle.Thompson@;
Clayton.Sauls@

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???
The Doc was digitally signed, so more VERIFIED that the stupid initials

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.
I will NEVER go below zero. So it seems to be a very simple task we now are fighting since end of December 2021!!!!

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@;
Dorelle.Thompson@

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.


We remember the dummy number, as we face problems with that later on.

Tozi.Nokoyo@;

07.04.2022

 

Thank you for the email, 
you said:

“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). 
so - please , if you give me a dummy Phone number, please also give me a dummy OTP 

or please add my correct phone number to my registration profile. 

Thanks a lot. 

Franz 

 

Tozi.Nokoyo@;
Dorelle.Thompson@

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@;
Dorelle.Thompson@


 

07.04.2022

 


but I tried to correct the dummy phone number. 

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@;
Dorelle.Thompson@

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!!!
This is very poor software technique. 
Send an order, I can fix that!!!

 

Franz

 

Tozi.Nokoyo@;

07.04.2022

 


Waiting for the OTP since 20 minuteslot of things to improve on your side.

 

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):

Waiting for an OTP via email for more than 20 minutes is practically NONSENSE. 

and as you know: 


OTP via  SMS is still not possible on my account, as you did not correct the dummy phone number to the correct one, 

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???
Data lifetime 20 milliseconds??

 

But after 3 month of hard fight for the account, I am very happy with your service,
if you understand what I mean.

I am able to load money to my account, but unable to spend it to specific recipients

..... good business modell!!

 

please give me an email address of the quality management department

responsible for all that problems your processes are making.
Maybe it's
Nivendren.Perumal@standardbank.co.za  cc

 

ibsupport@;
Dorelle.Thompson@;
Nivendren.Perumal@

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).
Mail should be here in 10 Seconds!!

 

 

The OTP-Check does not allow this OTP.
Yes – we know, you promise 15 minutes – but it doesn’t work.

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

   To: Thompson, Dorelle DM
   Subject: Fwd: Re: FW: EAP  LIMIT REQUEST ON ACCOUNT F REINISH
   Sent: Thursday, April 7, 2022 1:04:10 PM (UTC+02:00) Harare, Pretoria

 was deleted without being read on Friday, April 22, 2022 2:00:26 PM (UTC+02:00) Harare, Pretoria.

 

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,

Thank you for your email.

Regrettably we had routing issues with our emails and could not get to yours timeously. We do apologize for any inconvenience this might have caused you.

Please note that we were experiencing technical issues with our banking platforms which resulted in these errors.

The problem had ever since been resolved.

Should you still be experiencing issues, you may contact our Digital Banking Helpdesk (Internet Banking) on +2710 249 0423 and select option 1, then option 5 for escalation. Please listen to the options carefully to confirm the above options.

I trust this is in order.


Kind regards,
Digital Banking E-mail Unit
0860 123 000 or +2710 249 0423

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:


            The problem had ever since been resolved.

 

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

www.maint.at

 

 

 

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@

 

This was the first part of the story:

Opening a bank account at Standard Bank and adjusting the account to be fully operational.

28.12.2021 to 07.04.2022 = 99 days

 

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.

 

Additional Issues (a brief summary):

Next steps are only mentioned here without going into the details (it's 550 emails):

OTP service locked, email address blacklisted

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.

 

FRAUD Roof builder 2024

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.

 

Becoming a RESIDENT in 2024

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.

 

FRAUD instant money 2025

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.

So - the FRAUD rules and procedures are secret, data protected, gender compliant, BEE compliant and not discriminating.
But disgusting? YES!!

Futur?

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