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Frequently Asked Questions

Is it safe to handle cash?

There are alternative ways to handling cash that are available to Standard Bank customers and non-customers. Download SnapScan from the Google Play or Apple store for a seamless point-of-sale transaction capability. You need not be a Standard Bank customer to use this capability. Standard Bank customers can also send money quickly and safely via Instant Money to and from 6 000 locations around the country and to anyone with a cellphone number. Employers can also pay their staff in this way. Available on Internet Banking and the Banking App.

If you have to deal with cash, we reiterate the continuous washing of hands, including before and after handling money, especially if eating or touching food.

Are ATMs safe to use during this time?

ATM’s will remain functioning during this time however you should try to avoid the use of ATMs and rather pay for goods or services with your cheque, debit or credit cards at point-of-sale machines with the tap-to-pay functionality. We strongly encourage you to make your payments (to individuals or staff) by using digital services to minimise exposure to an area that is likely to attract high volumes of foot traffic.

Digital platforms provide an efficient, fast, safe and nearly instantaneous solution to many, if not all of your daily banking requirements, away from public spaces. If you have any queries regarding the use of Standard Bank’s digital services, contact the call centre where one of our agents will be able to assist with your banking needs.

If you must withdraw cash from the ATM, we reiterate the continuous washing of hands, including before and after touching the ATM screen or buttons and handling money, especially if eating or touching food.

Will branches remain open?

Branches will remain open during the period, but we encourage all customers to use digital channels wherever possible to transact. Our digital channels enable you to make payments and purchases, access loans, open accounts and perform other tasks online. Should you need to access a service in one of our branches, we would like to encourage the practice of social distancing where possible.

Will any of the normal banking operations be affected by the lockdown?

We have implemented robust business-continuity measures, including provisions for employees to work from home wherever possible, and have ensured that its systems will be supported, maintained and continuously improved throughout the lockdown period.

Is it safe to go into Standard Bank branches?

We strongly encourage you to rather use digital channels for your personal and business banking needs. If you would rather engage with a person, our call centre agents can be reached on 0860 123 000 to guide you through your queries, advise you on how best to become a digital customer or assist you with your immediate banking needs. There is no need to visit a physical branch during this time, as all main banking activities can be conducted via digital channels.

If you must visit a physical branch, we can reassure you that information and health and sanitary equipment has been distributed to our employees who are currently serving customers at our branches across the country.

What precautions will you be taking to ensure the branches are safe to visit?

Our top priority has been to ensure the health and safety of our employees.<br />
We have initiated social distancing in our places of work, and we are continuing to roll out the necessary infrastructure to ensure that information and health and sanitary equipment is distributed to our employees.

We have put procedures in place to minimise social contact at our place of work – meetings and gathering are to be done digitally to avoid close interpersonal contact. We need to do this because we care. Our employees are our most important asset, and we as a collective are here to serve you.

Will your call centres still be operational during the lockdown?

Standard Bank call centres will remain operational and ready to attend to customer queries. We will also be open for SASSA grant recipients throughout this period.

Will your point-of-sale machines still be available during lockdown?

Our point-of-sale services will remain functional for essential businesses including supermarket retailers.

Will I be able to conduct all my banking activities via Standard Bank’s digital channels?

You can access wide-ranging features via Standard Bank’s digital channels. Manage account limits, make payments to local or international beneficiaries, stay connected by accessing prepaid airtime, data and electricity, download and send statements or use mobile money almost anywhere and at any time.

Digital solutions for business owners also make it possible to bank remotely and our relationship managers are available via phone and email to assist wherever possible.

Some of the other digital features available to Standard Bank customers allow for individuals to:

  • Buy, send, store or spend foreign currency via the award-winning Shyft Forex App. The app’s features have been enhanced so that it is easier to track currency performance and movements. Download it from the Apple store or Google Play store.
  • Send money quickly and safely via Instant Money to and from 6 000 locations around the country and to anyone with a cell phone number. Employers can pay staff in this way. Available on Internet Banking and on the Banking App.
  • Stay connected by accessing prepaid airtime, data and electricity via Standard Bank Internet Banking and the Banking App.
  • Increase contributions to an emergency or savings fund, linked to an individual’s profile on the Standard Bank Mobile App.
  • The Banking App is free, no data necessary to transact.
  • Increase limits, open accounts, and manage card functionality on the Banking App and Internet Banking.

What are you doing to ensure your digital platforms don’t go down during this period?

We have robust systems in place. We are constantly monitoring and have our best people ensuring that we provide always on banking services. In the unlikely event of a disruption to this service, customers will be informed immediately.

We aim to uphold high service standards during the lockdown and thank all of our customers for their patience and understanding at this time.

How do I find out more about accessing Standard Bank’s digital channels?

Click here for a full view of the functionality and benefits of digital banking. It is safe, secure, instant and convenient, and can be used 24/7 at a venue of your choosing. Available on Internet Banking and the Banking App. There is no need to visit a branch. Our call centre agents can be reached on 0860 123 000 to guide you through your queries, advise you on how best to become a digital customer or assist you with your immediate banking needs.

What if I need to speak to a consultant, my private banker or relationship manager during the lockdown?

Standard Bank representatives will be available to assist you should you require advice or have specific questions related to your financial needs. This will likely see a higher volume of calls at call centres, and we are preparing internal systems for this eventuality. Our call centres, private bankers and relationship managers are there to assist you. Plans are in place to ensure that this is done effectively and efficiently.

Click here to see our contact details.

What should I do if I find myself in financial difficulty?

If you are in financial distress, you should contact us as soon as possible. The sooner we are informed, the sooner we can find a workable solution to address or resolve issues of financial distress. It is not in Standard Bank’s interest to see a business fail, or a home lost. It is in both parties’ interest to find a workable solution.

What should I do if my business is in financial difficulty?

We do understand that in any business or personal financial cycle there can be challenges in meeting financial obligations. These challenges may be heightened especially in times of economic downturns and crisis.

We know that for businesses especially, day-to-day functions and operations are facing many challenges. We are here to assist and guide you to ensure that you receive the necessary uninterrupted service and systems to be able to function effectively in these challenging circumstances.

We have a range of options available to support your business, including the Coronavirus Business Interruption Payment Scheme, which will provide payment relief to your business for 90 days. This scheme will launch on the 1st of April and strives to support small and medium-sized business with a payment holiday for 90 days.

The terms of the repayment will be restructured to capitalise interest and fees on our customers current products with Standard Bank, to then pay at a later date. This will be an automatic adjustment, however customers can opt out by email to [email protected].

Our call centres, private bankers and relationship managers are there to assist you. Plans are in place to ensure that this is done effectively and efficiently