Incident reporting

How to report an incident of fraud on your account

STEP 1: Immediately call Standard Bank’s toll-free fraud line on 0800 222 050 to report fraud or theft. Please have your card or account number or identity number on hand.

STEP 2: Provide the Standard Bank official with as much information as possible about the incident including what personal and banking details have been compromised.

STEP 3: You will receive a reference number once the incident has been logged. Keep your reference number safe. This number will be sent to you via SMS and can be used for queries and communication purposes as well as to track the progress of your incident.

STEP 4: If you require a new card, remember to have your new card linked to your internet banking.

STEP 5: Standard Bank will need to investigate your reported incident before reporting back to you. Please be patient and allow time for the investigation to take place. To follow up on your incident, please call 0800 222 050 with your reference number.

 

  • Lost card protection

    Lost card protection is a free banking service that protects you against loss caused by fraudulent use of your card if it is lost or stolen up to 24 hours prior to first reporting the incident to Standard Bank.

    Once you have reported the incident by calling our lost/stolen cards division on 0800 020 600, we will issue you with a reference number, which you will need to keep safe and give to our Financial Crime Division in the event of fraudulent transactions appearing on your account. To track your case, please call our Financial Crime Division on 010 249 0017 with your reference number.

    If you have two cards and one of them is reported lost or stolen, do not use the additional card. If your card is linked to a garage card, do not use your garage card until a new number has been allocated to you.

  • When to report an incident

    If you suspect your personal information or banking details have been compromised, if you have lost or had your bank cards or cheque book stolen or if you have been a victim of any banking crime, please call Standard Bank immediately to report your incident and stop and block your cards and accounts.

    Fraud: 0800 222 050 
    Whistle blowing: 0800 113 443 
    Standard Bank lost/stolen cards: 0800 020 600
    ATM call centre: 0861 112 510 
    ATM claims centre: 0860 102 213 (8 AM to 4:30 PM) 
    Standard Bank customer contact centre: 0860 123 000 (weekdays, 8 AM to 9 PM, and weekends / public holidays, 8 AM to 4 PM)