Extremely Disappointed with FNB ***** Department – Ongoing *****ulent Transactions Not Resolved

I am writing this report to express my deep frustration, disappointment and mistrust in FNB as a bank, regarding repeated *****ulent transactions on my account — transactions made using a card that I do not even possess.

On 21 November, I reported five (5) *****ulent transactions totaling R1,029, all done at toll gates. I immediately blocked my card on the App, and I was assured by FNB that the card being used was also blocked from their side.

To my shock, the *****ulent activity continued:

25 November: Another transaction of R122 27 November: Six (6) more transactions totaling R1,792 1 December: Yet more transactions totaling R1,289

Each time these occurred, I contacted the FNB ***** Department, only to be told the same thing: “The matter has been escalated, turnaround time is 14–30 days, someone will contact you.” To date, I have never received a single call from the ***** Department.

Due to the ongoing *****, I transferred all my money out of the account for safety. Some *****ulent transactions still went through even when the account had no funds, and yet FNB still charged me:

-R930 Excess Fee -155 Unpaid Item Fee

I reported these fees and was told they would be reversed—nothing has been reversed.

On 30 November, I deposited funds into the account for my debit order, but the debit order failed because of the ongoing *****ulent toll gate transactions.

What is even more frustrating is that other banks, like Nedbank, were able to stop similar *****ulent transactions for customers immediately. Why can’t FNB do the same?

At this point, I am stuck. I cannot close the account because I still need to recover:

R4,080 in *****ulent charges Plus the Excess and Unpaid Item fees* that were wrongly billed to me

All this is for a card I do not hold, do not use, and which does NOT even appear on my FNB App.

This situation is beyond my control, and the lack of support, urgency and communication from the FNB ***** Department is extremely disappointing. I urgently need assistance and resolution.