Extremely poor ***** handling and customer service from FNB

FNB has failed me as a customer. I was de*****ed on my Virtual Card, which was specifically marketed and advised by FNB staff as being secure and “*****-proof.” Despite this, unauthorized transactions went through, resulting in a loss of R13,495.00.

After reporting the matter, I made numerous attempts, appeals, and provided all the evidence I had. Instead of meaningful assistance, I was met with dismissive and at times rude responses. I was essentially told that I must have authorized the transactions, which is not the case, and that ***** on a virtual card is “not possible,” which contradicts what I was previously advised by FNB.

The ***** Department has been unhelpful, unresponsive, and lacks proper communication. No manager was ever available to speak to, and promised call-backs were never made. In addition, ***** cases appear to be closed without proper communication or resolution with the client.

When I tried to engage further to understand the decision and explore options, I was talked over and brushed aside rather than listened to. Even my Private Banker did not respond to emails requesting assistance.

After being a FNB Premium client for almost 30 years, I am extremely disappointed by how this matter has been handled. I have now been left with no choice but to escalate the matter to the Ombudsman.

The lack of accountability, poor communication, and disregard for a long-standing customer is shocking.