Absa concluding a ***** Case without proper Investigation

I am not impressed by Absa because they've concluded my ***** Case without exhausting all the investigation processes they have as a bank. Absa wants to conclude that me as a costumer I was careless withy Bank Card and Pin.

They were quick to conclude my case with a letter judging that the card which was provided only to me was used hence I am a victim of *****, they maintain that their security controls were not compromised, where as I kept maintaining my statement to their ***** consultants that my card was with me all the time and during the ATM withdrawal when money came out of my account via a ATM withdrawal.

I want Absa to hold people responsible and repay me should they find that it was not my card that was used, my card is still with me, but blocked.

This statement is also on record at the SAPS as I opened a case and also made an auth on an affidavit.

This is the letter I sent to them and still waiting for them to reply

Dear Sir/Madam

I am writing this letter with regards to the outcome of the investigation that was conducted by Nelly Skosana who works under your Department " ***** Case Resolution Centre, ***** Solutions as one of your *****s Specialists.

Firstly I would like to commend that Nelly Skosana was supportive and was willing to resolve and get to the bottom of this matter, however she was on her side defeated by the investigation processes which are already in place and which I strongly believe are not open enough to have enabled her to resolve my case.

Hence I am writing this Letter with the case number provided on the Subject containing all the details kept under record by you as a company.

In this particular case I would like to set on record that I am not satisfied as a costumer and an account holder with Absa Bank, with regards to the the outcome of the investigation or how my case was concluded.

I have noted on the Case outcome letter that was sent to me that Absa in their Words said

"It is important to note that the prevention of ***** requires all parties, including Absa, our customers and the industry at large to play their respective parts. For this reason, it is in our interest to ensure that world-class security measures are in place, and that when ***** is unfortunately committed, we work with the authorities to ensure that the responsible parties are apprehended and made to account.

However in my case as a costumer I don't believe the investgation has allowed the investigator to exhaust all means to try to resolve my case, as you concluded that the Absa internal controls related to the security of my account were not compromised and that in this case my card and personal secure details that were issued only to me were used.

I Mosiame Ntuli ID nr ************* a costumer and an account holder with Absa bank still maintain that my debit card was in my position during the time of the R5000 withdrawal on the 6th of May 2021, the investigator has provided me with the time that the withdrawal took place at around 18:38 in the evening and I still maintain that my card was with me at home at that time of withdrawal or ATM transaction.

In conclusion, I would like you as Bank to exhaust your investigation Processes, assign someone to get a footage at the branch where the withdrawal took place, and see on the footage what type of card was used on that ATM on that day of withdrawal,

Security Cameras am sure also fall under your "world-class security measures" in place or that are there on all Absa Branches, so May i kindly request Absa to provide me with a footage and re-open my case as a pending case rather than closing it and concluding that my card was used where as I maintain that my card was with me at all times.

i hope for this matter to he resolved soon.

Thank you.