Complaint Regarding Unauthorised Transactions from my account

I am writing to lodge a formal complaint regarding the handling of *****ulent transactions on my FNB account and the inadequate assistance I received from your ***** Department on Saturday, 15 August 2026.

At approximately 10:54, I received an SMS notification indicating that my bank card had been used. While I was still trying to understand what had happened, I received three additional SMS notifications at 10:55, each reflecting transactions of the same amount using my card.

I was extremely alarmed because my bank card and my cell phone were always in my possession. We immediately checked the merchant's location and established that the transactions had taken place at a shop in Rivonia, Johannesburg, while I was in Midrand and had not travelled to Rivonia at all.

I immediately contacted the FNB ***** Department, where a ***** case (Case No. ***) was opened. I was informed that the investigation would take between 7 and 30 days and that no further action could be taken because the Investigation Department only operates Monday to Friday from 08:00 to 17:00.

I found this response unacceptable. My account had clearly been compromised, yet I was advised that nothing could be done until Monday. In my view, the bank failed to take appropriate steps to minimise my loss by reversing or stopping at least the last three transactions while the investigation was pending.

Seeking further assistance, I visited the FNB Carlsworld Branch in Midrand, where I requested to speak with the Branch Manager. The Branch Manager was professional, patient, and genuinely attempted to assist me by contacting the ***** Department on my behalf. Unfortunately, the consultant we spoke to simply repeated what I had already been told and did not provide any practical solution.

I was then transferred to the Early Detection Department, where I spoke to Shaun (surname unknown). Shaun was courteous, patient, and explained the matter clearly. He informed me that the transactions had been flagged by FNB's ***** detection system and asked whether I had received any notification requesting me to confirm or decline the transactions. I confirmed that I had received no such notification.

This raised a serious concern. Under normal circumstances, when multiple transactions of the same amount are processed in quick succession, FNB's ***** prevention system typically sends a notification requesting the customer to verify the transactions before they are processed. In my case, I received no such notification despite being told that the transactions had been flagged. I therefore seek an explanation for:

- Why were the transactions allowed to proceed despite being identified as suspicious? - What is the purpose of flagging transactions if the customer is not given the opportunity to stop them?

Following this discussion, Shaun transferred me back to the ***** Department, explaining that the Investigation Department should, in fact, be operational and that the information I had initially received regarding their operating hours was incorrect.

I was then assisted by Mr Mpho Tsotesi (if I have his name correct). Unfortunately, this interaction was extremely disappointing. His attitude was dismissive and discourteous, and he showed little empathy for the distressing situation I was experiencing. We eventually requested that he transfer us to another consultant who would be willing to listen and assist.

Thereafter, I spoke to Mr Warren Pillay, who treated me with professionalism, patience, and empathy. I explained that while I understood an investigation had to be conducted, there should surely be interim measures available to assist customers who have lost access to their entire salary due to *****ulent activity. I advised him that:

• My entire salary had been depleted through only three *****ulent transactions; • My debit orders were due to be processed; • I had no money for food; • I had no funds for transport to get to work; and • Waiting until Monday without any assistance placed me in severe financial hardship.

Mr Pillay understood my concerns and consulted his supervisor to determine whether anything could be done. Unfortunately, he returned to advise that his supervisor was already fami**** with my case and maintained that nothing could be done until Monday.

In addition to the financial hardship I have already suffered, I am also concerned about the consequences of my debit orders being returned unpaid because my account was emptied through *****ulent transactions. I would like FNB to clarify who will be responsible for the costs associated with any reversed or unpaid debit orders, including bank charges, penalty fees, interest, or any negative consequences that may arise because of these *****ulent transactions. It would be unfair for me to incur these costs when I reported the ***** immediately and the matter is beyond my control.

While I appreciate the professionalism shown by the Branch Manager, Shaun, and Mr Warren Pillay, I am deeply disappointed by FNB's overall handling of this matter. As a customer, I expected the bank to take urgent steps to protect my account once the ***** had been reported, particularly where the transactions had already been identified as suspicious. I feel that FNB failed to:

2. Implement interim mergers or emergency relief while the investigation is underway. 3. Have security measures to avoid processing flagged transactions to be processed without confirmation from the client. 4. Advise clients of the immediate steps FNB can take to minimise the financial prejudice. 5. Provide information on who will be liable for any costs, penalties, interest, or charges resulting from unpaid or reversed debit orders caused by *****ulent transactions and what steps FNB will take to ensure that clients do not suffer financial prejudice.

I have been left without access to my salary through no fault of my own, and I believe FNB has a responsibility to ensure that customers who report ***** receive timely, meaningful assistance rather than being left without support over an entire weekend.

I also believe that 7 - 30 days is long time for a client to wait, especially in a case like this one.