By Phenyo Selinda
Standard Bank has issued an apology to its customers for delays in call centre responses following a surge in reports of potential fraudulent charges on customer accounts. This comes after numerous complaints on social media throughout Tuesday, with customers expressing frustration over difficulties in making payments and conducting transactions.
Surge in Call Volumes
In a statement released on Wednesday morning, Standard Bank acknowledged the increased call volumes at its fraud call centre. The bank attributed this to its proactive fraud detection system, which had identified and blocked fraudulent activities on several client accounts.
“The Standard Bank Fraud Call Centre experienced an increase in call volumes. This was due to our proactive fraud detection system identifying and blocking fraudulent activity on certain client accounts. As part of this process, impacted clients were notified through interactive messages, prompting them to call the bank for further information. This increase in incoming calls resulted in a bottleneck at our call centre,” the statement read.
No Security Breach
Standard Bank emphasised that there has been no breach of its systems. The bank highlighted its multiple security and authentication layers designed to protect customer accounts. Despite the surge in fraud reports, the bank assured customers that it maintains a zero-tolerance stance on fraud and will thoroughly investigate each reported case.
“Standard Bank can confirm that there has been no breach of its system. We would, however, like to apologise to customers for delayed responses when calling the call centre. This is due to a spike in month-end transactions,” a spokesman for the bank said.
Customer Complaints
Among the customers affected was three-time Comrades Marathon champion Gerda Steyn, who voiced her frustration on social media: “Trying to report fraud @StandardBankZA but nobody picking up the phone… been on hold for over an hour already!!” Another user, @ayandamthethwa_, warned others to check their accounts, stating, “A WARNING to anyone that banks with Standard Bank. Check your accounts. There’s a massive security breach with that bank & they are going about their day as if NOTHING happened. Several fraudulent transactions were attempted on my account last night. 3k gone with no explanation.”
Alternative Channels
In response to the high call volumes, Standard Bank advised customers to use their banking app or internet banking to manage their cards or report fraud. The bank assured those who experienced or reported fraud that each case would be investigated, with conclusions reached based on the merits of each situation.
Commitment to Customer Security
Standard Bank reiterated its commitment to customer security and the integrity of its systems. “The bank has a zero-tolerance stance relating to fraud and will investigate each matter with a conclusion reached based on the merits of each case,” the statement concluded.
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