***** ClaimCas

I am extremely disappointed and dissatisfied with the level of service provided by FNB throughout this matter.

On 25 April 2026, a *****ulent transaction was processed on my account. The moment I became aware of it, I immediately contacted the FNB ***** Department to block my card and request a replacement. I was advised that the matter would be investigated and resolved within 7 business days.

By day 8, I discovered that the case had not even been assigned to an investigator. I was then informed that someone would contact me within 48 hours. Instead, I waited an additional 3 days before receiving an email rejecting my claim, stating that FNB’s “findings” concluded that the bank was not at fault.

What I fail to understand is how I am expected to accept liability when your own security measures appear to have failed. I did not receive any in-app approval request for this transaction, and if this was allegedly an in-store purchase, my PIN should have been required. Neither of these safeguards were triggered.

On 15 May 2026, I responded to the rejection email requesting a copy of the so-called “findings” used to deny my claim. To date, I have received absolutely nothing. I then contacted FNB again and was provided with the investigator’s email address. A further email was sent on 28 May 2026 requesting the same information, and once again, no response has been received.

The complete lack of urgency, communication, accountability, and transparency displayed throughout this process is entirely unacceptable. I have been left to chase updates continuously while receiving little more than delays, vague responses, and silence.

I formally demand reimbur*****t for the loss incurred, as I was not responsible for this *****ulent transaction. If FNB intends to maintain its position that I am liable, then I expect clear evidence and documented proof supporting that conclusion.

At this stage, I have very little confidence in FNB’s willingness to resolve this matter professionally or within any reasonable timeframe. Based on my experience thus far, I fully expect another generic response advising that “someone will contact me within 7 business days,” rather than any meaningful action being taken.