Bank account hacked through ****** phone - FNB doesn't care

On the 4th of September 2021 my phone was ****** while I was out at a restaurant.

On 6 September I contacted fnb and requested that my accounts be canceled. Unfortunately it was too late as my entire account and fixed deposit savings account had already been cleared out. I was devastated as it was my entire savings that I had been hoping to eventually use on a deposit for an apartment. FNB referred me to the ***** department and I was told the matter would be investigated.

I followed up on numerous occasions (both telephonically and via email) wih Loreal Ezraah requesting a progress report on the matter but to date (almost 2 months later) I still have not received any report in writing. I was however told that my money was transferred to a Nigerian account which has since been closed, it was further explained to me that the chances of FNB refunding me this money was slim as my FNB app was accessed using my password.

I am absolutely shocked! There is clearly a weak spot in FNB's security protocols/software if the person who stole my phone was able to hack my account so easily and now it's my fault? I have never provided my password to anyone and did everything in my power (including using the biometric function to access my FNB banking app) to ensure the safety of my funds. My accounts were cleared our in 20 minutes, there was no 2 day delay on the withdrawal of my savings, even though such rules apply to me.

I request that FNB provide me with a formal report on the outcome of the investigation in writing so that I can take the matter further.

I am disappointed that FNB's app is so easily hacked and then the account holder is blamed for their poor security software.