A pensioner and a banking app

In June 2019 I was visiting friends in Port Shepstone. In that time my account was accessed and someone phoned me to “help” as I did not have transport to go to a bank. The person asked me for the OTP and naive pensioner I was, I gave it to them. A large sum of money was taken from my account but Dawid from ***** Division helped me to get most of it back. He was extremely professional and very helpful.

Since the incident I have not received any sms notifications on my account and it bothered me. We don’t have a branch in Gonubie anymore and for all customer services the branch in Beacon Bay has to be visited. Every time I was there, the consultants told me to get the banking app as it was the only way to receive notifications but I told them I am not computer literate and even though the app would be on my phone, I was still not comfortable with the idea.

Eventually early in January 2020, after numerous visits to the bank, I agreed to use the app. I cannot remember which consultant helped me to download and install it, but that person also set it up for me, choosing my password and pin as something I would remember. Little did I know that even though I never used the app, money would be ****** via e-wallet and cell cash. I didn’t even know what e-wallet was until a friend enlightened me.

From January 23rd up until February 21st, a total amount of R31 500,00 was taken from my account, of which R5 500 was recovered and paid back end of May. In this time I had to cancel and reorder 4 bank cards, but the problem wasn’t at the ATM. It was the app and I believe the issue originated in the bank itself. Mayoline from ***** Division was the one reprimanding me about giving out confidential information but after the June 2019 incident, I have NEVER given anybody any numbers, except during the installation of the unwanted app.

It is really sad that an elderly person who trusts the employees of her bank, had to be de*****ed because a banking app was forced on her. FNB was my bank for 47 years but now I’m banking elsewhere and will not refer anybody to them. Their slogan should actually be “How can we NOT help you?”