Appalling service from ***** department

I am beyond aggrieved and hugely appalled by service received from FNB ***** department.

On the 15th of December 2018, I was hijacked, in addition to my car being ****** the ********* demanded my pin at gun point and stole money out of my account.

Immediately after getting help a few hours later around 21:00 on the 15th of December 2018, I called FNB to open a ***** case and froze my accounts. I gave my statement to the consultant that was helping via the ***** line.the conclusion to the call was that the ***** department will deal with case accordingly.

The paper work(claim forms) with details around the case was submitted via my private banker on the 19th of December 2018.

After follow-ups upon follow-ups, 2 months later on the 15 of February 2019. I get a call from the ***** department throwing their hands to the case, because my affidavit that was filed on the 17th of December 2018 did not state that the ******s demanded my pin???

Because I am the one getting the short end of the stick, I wanted to co-operate to get this whole situation resolved, so I asked the consultant/investigator if I should file another affidavit with the required "details"? His response was that I can't do that because the date on the affidavit must be within 5 days from the day of the incident.

How does that help me if I am only getting informed of this exactly 2 months later????

My banker and I have been emailed through a million follow-ups requesting feedback and for them to come back 2 months later giving me a requirement that can no longer be fulfilled?

SHOCKING! ABSOLUTELY SHOCKING!

How this case was handled is beyond the realms of comprehension to me. After 2 months , they are now looking for the official statement filed with the police which they struggling to get ,and I am now left to suffer or I must be the one to carry the burden to get the statement from the police.

After waiting for 2 months, I thought FNB was busy looking for evidence, footage, taking to witnesses, anything to help conclude the case, etc. Only to find out that nothing has been done for 2 months, and they are delaying resolution due to semantics on the affidavit. My case cannot be resolved because semantics on my statement don't match the qualifying criteria? To add salt to the wound, i was not informed in time of what my statement should be. Who came up with these rules???

What's even more disturbing is the fact that the people working in the ***** department will deliberately ignore all the facts surrounding the case because the rule says, "the affidavit must explicitly state that"my pin was demanded at gun point". ***?

What ever happened to looking at all the facts presented in front of you and then draw your conclusion based on that? Anyone with a head above their shoulders knows this. It had just dawned on me that the ***** investigators are not trained or allowed to apply their minds to case in front of them, but to rather follow the rules without applying sort of any logic.

SHOCKING FNB!!!

Nkosana