COMPLAINT : UNAUTHORISED TRANSACTION

COMPLAINT: UNAUTHORISED TRANSACTION – FNB ***** DIVISION

Client: M.M. Smith

ID Number: *** 08 8

Case Number: ***

To Whom It May Concern,

I hereby formally lodge a complaint regarding an unauthorised transaction on my cheque account.

On 17 February 2026 at 17:48, a transaction in the amount of R650.00 was processed on my account. I became aware of this transaction on 18 February 2026 when I checked my account balance. I categorically state that I did not make this transaction and did not authorise it in any form.

I immediately contacted the FNB ***** Division to report the matter, and a case was opened under reference number ***.

On 19 February 2026 at approximately 11:32, I received a call from an FNB ***** Division consultant. During this call, I explained that I had not conducted the transaction, nor had I provided any personal or banking details to any third party. Specifically, I did not provide my: • Identity number • Card number • CVV number • PIN • Any form of transaction authorisation

I also confirmed that I received no notification from FNB requesting authorisation for this transaction.

Despite my explanation, the consultant repeatedly imp**** that I had made the transaction, stating that the system reflects that my cellphone was used. In my defence my cellphone will reflect on the system at FNB as I use the APP to conduction payment of my Municipal Account, Doctors Account, and all other payments that I make using my FNB APP.

I firmly denied this and explained that I did not perform the transaction and did not allow anyone else access to my phone or banking details. The consultant continued to insist on this version, interrupted me repeatedly, and stated that FNB would not refund the amount.

At the time of this incident, I had just been discharged from hospital following a hand operation, which severely limited my ability to use my hands. This further supports my position that I was physically unable to conduct any online or electronic transaction.

I further confirm that: • My bank card has always remained in my possession • My cellphone was off and on charge at the time of the transaction • I did not give my phone to anyone • I did not share my banking app access with anyone

The consultant’s conduct was unprofessional, accusatory, dismissive, and distressing. The repeated implication that I committed *****, without evidence, is defamatory and unacceptable. I found the interaction insulting, emotionally distressing, and highly inappropriate. Furthermore, I was informed that the consultant would call me back, which to date has not happened.

I am extremely concerned by the manner in which this matter has been handled and the presumption of guilt placed on me as a client.

I hereby formally request: 1. An immediate refund of the unauthorised R650.00 transaction 2. A proper investigation into this matter 3. A formal review of the conduct of the consultant involved 4. Written feedback and resolution of this complaint

Should this matter not be resolved and the refund not be processed, I will have no alternative but to escalate the matter to the Consumer Protector and pursue further legal remedies.

This situation has caused me significant emotional distress, stress, and mental anguish, and I expect this matter to be treated with the seriousness it deserves.

Yours sincerely, Ms. M.M. Smith Contact Number: ***