Extremely disappointing service from FNB regarding a ***** case

I reported a ***** incident to FNB and followed all the required procedures. I was informed that some of the funds had been secured, while other funds had been transferred to accounts at other banks.

It has now been more than 30 working days, yet I still have no clear resolution or meaningful update.

The only feedback I continue to receive is that FNB is "waiting for other banks."

What makes the situation even more frustrating is the lack of assistance from FNB's complaints department. When I try to escalate the matter and get assistance, I am not receiving the support or answers I would expect from a proper complaints process.

I understand that other banks may need to be involved in the recovery process, but that should not mean the customer is left in the dark. I should be receiving meaningful updates about the progress of the investigation and what steps are being taken to resolve the matter.

After more than 30 working days, I still don't have a clear indication of what has been secured, what has been recovered, what remains outstanding, or when the matter will be resolved.

This has been an extremely frustrating and disappointing experience. When customers fall victim to *****, they need their bank to act with urgency, communicate properly and provide support throughout the process.

At this stage, I am considering escalating the matter to the Ombudsman for Banking Services because I do not feel that my complaint is being taken seriously.

FNB needs to take ***** cases and customer complaints seriously. Customers deserve proper communication, assistance and accountability — not simply to be told that the bank is waiting for other banks.