Change your slogan from "How can we help you?" to "How can we avoid you?"

I have been a customer of FNB for many years and have generally been satisfied with the service. However, I am currently experiencing issues that I find concerning. Recently, I was a victim of a **** after ordering items from a reputable website that were never delivered. I reported this incident through the app and was advised to contact the ***** line directly, which I did on October 14th. I received a case number, and on October 16th, Boitumelo Mogane reached out to me for the necessary documents, which I submitted on October 17th.

I sent a follow-up email on October 28th seeking an update but did not receive a response. On November 3rd, I received a notification through the app indicating that the investigation had been concluded. The following day, I called the ***** line again to request feedback but still did not receive any information.

On November 6th, I lodged a formal complaint on the FNB website regarding the situation (Complaint Reference ***), but I have yet to receive any updates. I also reached out to Boitumelo's team leader, Nthabiseng Pho****si, for additional feedback, and was informed on November 7th that they would follow up once they had received further information, which I don't understand, because what do you need to receive if you conducted the investigation?

As of November 12th, I have still not received any communication regarding my ***** case. I am concerned about the level of service and communication I am receiving, particularly regarding such a serious matter. How am I supposed to trust this bank with my life savings if they can't even be trusted to investigate ***** cases and communicate accordingly.