breach of protocol

I am writing to lodge an urgent and formal complaint regarding a serious incident of misconduct and account mismanagement involving one of your employees at the FNB Nzhelele Valley branch. This matter concerns the account of my 64-year-old mother, who visited your branch to settle an overdraft on her account.

During her visit, an employee named Athi took her personal mobile phone under the pretense of assisting with the payment process. However, the payment was not processed correctly, and a significant amount of money has since gone missing from her account.

When she returned to the branch to inquire, she was informed that the employee is currently on leave. Prior to her follow-up visit, she called Athi who assured her the issue would be resolved by last week Friday—yet no resolution has been provided.

To make matters worse, her entire salary has been withdrawn by the bank without explanation, leaving her in a dire financial situation with no access to essential funds. This is unacceptable, especially for a senior citizen who placed her trust in your staff.

We demand the following immediate actions: 1. An urgent and thorough investigation into the incident. 2. A full written explanation of where the missing funds have gone. 3. Immediate reimbur*****t of all missing funds, if misappropriation is confirmed. 4. Disciplinary action against the employee involved, should wrongdoing be established. 5. Confirmation in writing that her account has been secured and that no further unauthorized transactions can occur.

This issue is not only deeply distressing but also a potential breach of trust and protocol. If this matter is not addressed within 5 working days, we will have no choice but to escalate it to the Banking Ombudsman and other relevant regulatory bodies.

Please treat this matter with the utmost urgency and respond in writing without delay.