Complaint Against FNB Investigator Mertle Lobai – Urgent Review Needed

I am lodging a formal complaint regarding the handling of my incoming wire transfer by FNB’s Forex Investigations team, specifically investigator Ms. Mertle Lobai.

On 29/08, a typo at the branch incorrectly recorded my contact number. This was corrected on 04/09, and both the Forex department, branch staff, and call center have since confirmed that my correct number is on file. Despite this, Ms. Lobai has repeatedly claimed my contact information is incorrect, which is factually untrue and has delayed resolution of my case.

On 05/09, Ms. Lobai confirmed via email that she would call me—no call was received. On 09/09, both the branch and Forex department confirmed she would contact me at 2:30 pm, yet no communication occurred. On 10/09, I sent a written follow-up email, which has still not received a response.

During this period, I have visited the branch twice and submitted all requested documentation, including invoices, a signed foreign certificate, proof of work completed for my client, and legitimate communications with the client. I even provided my laptop in-branch to show proof of work.

Despite my cooperation, Ms. Lobai spoke to me in a rude and accusatory manner, at times insinuating ***** over the phone. She also sent an intimidating email on a separate thread outside the main correspondence, which seems designed to avoid scrutiny.

This lack of communication and repeated delays have had serious consequences:

My rent and electricity are overdue, resulting in penalties.

I require electricity to work remotely, and unresolved delays risk losing my client relationship.

I have had to plead with my landlord while my legitimately earned funds remain inaccessible.

I have always regarded FNB as a trusted institution. However, the conduct of this investigator—including poor communication, factual inaccuracies, and broken promises—falls far below the standards I expect.

I request:

Immediate written clarification of the status of my funds.

A formal explanation for the repeated communication failures and mishandling of my case.

Assurance that my matter will be escalated and handled with urgency and fairness.

Reassignment of my case to a different investigator to ensure impartial and professional handling.

I hope this complaint receives urgent attention and that appropriate steps are taken to resolve this matter fairly.