***** Case not Resloved

Subject: Follow‑up on ***** Case (2 September 2025) – Request for Immediate Resolution

Dear FNB ***** Department,

I am writing to express my disappointment with the handling of my ***** case that occurred on 2 September reference number ***. I have been in contact with Beverly, the agent assigned to my case, and she has repeatedly informed me that the investigation is being conducted by external banks. While I understand that third‑party reviews can take time, I have received no substantive updates or indication of progress since our initial report.

A colleague of mine experienced an identical ***** on her account and was reimbursed by FNB within two weeks of her complaint. Given this contrast, I feel that my case has not been given the same level of attention. I have attempted to follow up on multiple occasions, both by email and phone, but have not received any satisfactory response.

I have now exhausted all internal avenues without resolution and request that you:

1. Provide a clear status of the investigation, including any communication received from the external banks. 2. Explain why my case is being treated differently from the similar incident that was resolved promptly. 3. Offer a timeline for when I can expect a final decision or reimbur*****t.

I look forward to your prompt response.

Kind regards,

BD Anderson *** Ref numb ***