Standard Bank has issued an official apology to its customers for the delays experienced in their call centre responses.
On Tuesday, numerous customers expressed their concerns on social media, particularly worried about potential fraudulent charges on their accounts. During this period, many customers faced difficulties in making payments or conducting other transactions.
In a statement sent to Jacaranda FM News on Wednesday morning, Standard Bank acknowledged a significant increase in call volumes at its fraud call centre.
The bank attributed this surge to its proactive fraud detection system, which identified and blocked fraudulent activities on certain client accounts. As a result, affected clients were notified through interactive messages, prompting them to contact the bank for further information. This led to a bottleneck at the call centre.
Standard Bank emphasized that there has been no breach of its systems. The bank highlighted its multiple security and authentication layers in place to safeguard its customers.
Furthermore, Standard Bank assured customers who experienced or reported fraud that each matter will be thoroughly investigated. The bank maintains a zero-tolerance stance towards fraud and will conclude each investigation based on the merits of the case.
Standard Bank has reiterated its commitment to customer security and satisfaction. The bank’s proactive measures are designed to protect client accounts, and it remains dedicated to addressing any issues that arise promptly and effectively.
Customers are encouraged to remain vigilant and report any suspicious activities to ensure continued protection. Standard Bank continues to work on improving its call centre response times to better serve its clientele in the future.
