| About us | Submit a Complaint | Respond to a Complaint | Contact us | South Africa |
| Title of Complaint | FICA |
| Date of Complaint | 03 May 2007 |
| Company | Standard Bank |
| Complaint | I have been a Standard Bank customer (Fourways Crossing) for about ten years. I have preserved a pristine credit rating during this time: no declined payments, no exceeding overdraft etc. When the new FICA law was passed I submitted all my documents prior to the first deadline at the Standard Bank in Boulders shopping centre.
Two weeks ago, while on an overseas trip, I suddenly had no access to my accounts via internet banking. I immediately sent a query to the internet banking support email (ibsupport@standardbank.co.za) but got no reply. Over the course of the next two weeks I sent another two emails asking for an explanation - neither of which received a reply either. Yesterday (now back from my trip), I went to my branch to seek an explanation in person. They told me all accounts had been frozen due to lack of FICA requirements - they 'lacked any record of submission.' I have the following complaints: 1. I had submitted all my FICA documentation previously (2005) 2. No communication of the problem was undertaken by Standard Bank 3. Three emails over a course of two weeks went unanswered 4. Payments to my accounts and debit orders from my accounts could not occur. Conclusion: I have sustained damages because of Standard Bank's inefficiency and lack of communication. I must now undertake the verification process all over again with no guarantee that the same thing will not occur in the future. I would appreciate your input. |
| Response on behalf of Standard Bank | Awaiting a Response |
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