Standard Bank investigates alleged fraud, apologises to customers
Standard Bank has issued an apology to its customers for delays in their call center responses.
The bank's customers voiced concerns on social media throughout Tuesday, citing potential fraudulent charges on their accounts.
During this period, many customers experienced difficulties making payments or conducting transactions.
In a statement sent to Jacaranda FM News on Wednesday morning, Standard Bank acknowledged a surge in call volumes at its fraud call center.
The Bank attributed this to its proactive fraud detection system identifying and blocking fraudulent activities on certain 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 center," reads the statement by Standard Bank.
Standard Bank emphasised that there has been no breach of its systems, highlighting the multiple security and authentication layers in place to safeguard its customers.
It has however assured customers who experienced or reported fraud to the bank that the matter will be investigated.
"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," says Standard Bank.
