Lack Of Support By ***** Department

the bank failed to assist me when I called about the ***** and the person was a guest in my home that could have been arrested by the police if the correct information was provided. This individual stole the card from purse & somehow deciphered the pin code which was never disclosed to him.

The transaction occurred in my area of residence & was done after 11pm but the notification only came through at 6am the next day and was not listed as a Cape Town transaction. This was also not communicated to me when I called the ***** department the next morning after mentioning to them I was in Cape Town and did not transact in Pretoria. This bank was unhelpful & never responded to me after my initial call on the 04th January 2020 & I had to call them back 2 weeks later & was told I need to wait 21 working days. Still I did not get feedback & after waiting 35 working days with no feedback I had to call them again & then only was my query escalated. I was then called & informed of the location & that they didn't bother doing anything as it was my original card used & not a cloned card which they didn't think was relevant to inform me of & that I now need a police case number to get a subpoena for the camera footage 2 months after the event. This is inefficient & poor service for such a security breech.