Chasing feedback on a **** Report

I am an FNB customer, who has been a loyal customer for more than 20 years.

On the 23 Jan’18, I found myself to be a victim of a “catfish” ****, when I decided to do an online purchase of a pet, which I paid for via EFT on my online banking. Immediately when looking for other information I found that the service provider in question was found to be located on an online crime reporting website <http://www.reportacrime.co.za/CrimeReport.aspx?ID=16929> .

I reported this on the telephone twice, first on the 23rd and again on the 24th along with an email report. To date, I have just received this standard response mail <as below>, with no feedback or reference numbers, no word from an investigating officer in exception for the Linden Police Station and no idea what the way forward is.

I have 2 key issues here as far as this event and complaint is concerned:

1. Terrible service in communicating with the client to track progress on quite an important issue logged, both legally and from a customer service perspective. I have been waiting for weeks for some form of real communication from FNB ***** FOCUS, and still nothing. Here this department has most certainly compromised my loyalty to this bank, a relationship based on generations of customers, from great- great grandparents to me.

2. Procedure and process regarding your digital banking systems as far as risk management is concerned lacks efficiency which disables a robust response to cyber crime. Your system disallows for blocks or reversals on EFT payments which emerge or reveal themselves to be ********, ******* or based on illegitimate service or products, <the reality of online commerce is the major risk posed in this economic environment>. This dis empowers your client, system and employees as they are not the cause of these inefficiencies.

THIS IS A CRY to not only follow-up on my lingering claim pending reversal but to address such a major hindrance to a more client focused self service system when it comes to online and mobile banking. Which FNB promotes the use of.