Anyone can tap into FNB accounts with no proof of loss to them.

I am deeply concerned with the nature of how FNB handled my query. On the 31st of May I reported 3 transactions of which they happened simultaneously without any option for approving, or declining the transactions altogether. Reporting the issue 35mins came to wait before getting a consultant, of which she had confirmed that the transaction had taken place from Turzakistan of which she had tried her best to pronounce (not sure if that is even a country) she cancelled my card , ordered a new one linked to my account and had told me that within 14 days I will receive communication back. But before I could let her go, I asked how if ever, do I prevent these things from happening and how would I know that my bank accounts under fnb are safe, is there anyway you can help to be more alert when these situations occur? Is anyone safe in this regard? Her response " these things can happen to anyone from anywhere. They can be able to access your information and with that, the bank protects you with its own access key but sometimes that can also be compromised. We can never say how or why these things happen but all I can say is that your funds are completely safe" With that assurance obviously I assumed that these funds would reflect back into my account, little did I know of such a terrible calling experience with their ***** line consultant Keletso D*****

The 14 days had passed with no attempt to communicate the status of my case of which I had to follow up with them to ask what is going on. The consultant Keletso D****** had responded to me within the 35mins waiting period on their line (as i have come accustomed to). And he had mentioned that the bank is declining my case for reimbur*****t, because I had been a victim of phishing. I couldn't understand exactly what he meant by saying this but he surprisingly mentioned that I received an sms on the 5th of May for a payment link that has been connected to my account. WITH THE COMPANY NAME APPLE PAY. I go into my smses ( spam folder) to search for the sms as he instructs, and the sms strictly points out that a payment link has been created with Apple pay using my card. Payments links as I can prove have always shown through notifications with the bank from the banking app. And with this sms it does not approve that this is an sms from the bank itself nor is there a link to sms to indicate my approval or rejection for the account link to my card. But most importantly the twist here is that the consultant Keletso asks me if I could confirm whether I have received this sms or not. To which I rep****, how could I receive something that I did not authenticate. He repeats his question on whether if I did receive the sms and I repeat to him that yes I have received it. He quickly replies to inform me that with this confirmation, I confirm that this sms came into my phone, there fore I acknowledge that I am aware that these transactions could take place. Forgive me but this statement awfully sounds incriminating.

The sms was triggered on the 5th of May. But the account was deducted on the 31st of May. The transactions that had taken place from G39 x2 transactions ArabPay x1 transaction Were not even connected to Apple Pay account, 'as to my awareness, transactions that trace back to these companies from the bank in the app, highlight which company they come from either as a reference or within the transaction number e.g Transaction number *****TAKEALOT, but nevertheless I don't have an Apple pay account. I don't think that Apple authorises such transactions in a manner that a banking notification would not come to my attention. This I know because I am subscribed into Apple music myself and the card that is affected is not connected to my Apple account at all.

But in a situation that I am trying to incite empathy especially from a department that deals with these cases on a daily basis it seems as though my confirmation was a Disclaimer on behalf of the bank to not take further action at all.

The back and forth with the consultant had taken place for over an hour I felt deeply sorry for being profane at the man, but this is a theft on the banks behalf, and I'm the one that has to pay due to a faulty sms that deemed me to acknowledge that such transacrions can take place at anytime. Payment links no matter how big or small the bank and banking app notifies you of these actions, as i can provide valid proof that I received a payment link with Afrihost.

But this payment link never surfaced, I never got to approve this link, I could never log into a non existing Apple pay account to dispute. If the bank is able to notice a spam sms ( unknown number) come into my phone number and be able to lead me to it. Why hasn't there been a measure put in a place to actually block my card for citing a hack or disapprove of the link from the word go or any notification in that regard?

The lack of empathy in this regard to the service, I cannot even imagine what people had to go through. But the empathy here I'm trying to incite is that while I have been put on hold, or my case declined. What does my family eat, what do I have to do for my rent, how do i travel to work that accounts for so many of my responsibilities. I entrust your service with the protection of my accounts and my words are used against me?

How is that possible??

I had asked for the call to be escalated to a superior from the ***** department to which Keletso had repeatedly mentioned that he will not transfer me to his superior because he needs to understand my reasons therefore he can pass me through. But in all these activities there is no valid proof that the bank can prove this occurence. What do I do as I have reached out to this platform? I am hoping that you can help me out, because this is unacceptable.