kK
kgomotso K

1 reviews | Active since Jun 2016

11 Jan 2018, 09:54

Failed and Appalled by FNB {Digital Banking *****} Division! I WANT MY MONEY!

I have experienced FNB Digital Banking ***** which was caused by FNB's negligence. From April 2016 someone logged into my Cellphone Banking profile and successfully managed to send themselves E-Wallets ranging from R300, R500 & R1500. I didn't realize anything funny apart from realizing that my bank balance keep decreasing for some odd reason and I thought it were my bank charges. Until in December 2017 on the 27 when I tried to send someone money using E-Wallet I was told that I have reached my limit. I then had to follow that up. & went to the bank who then printed me my three months bank statement and I saw all the transactions that were made from October till December 2017. They pulled out a cellphone number which was the primary number to send all these monies. Tried to call that number but It just rang and nobody answered it then when we tried calling it again It was then switched off. I then went to Sandringham Police Station and opened a case and submitted everything to FNB. They said they will conduct investigations and they will get back to me in due course. My son was phoned as part of investigations. Then days later I received a call from a Van Niekerk Dawid who told me that after they've done their investigations they concluded that their mobile logs confirm that I am a registered user of the full Cellphone Banking service since March 2014 and been using the service ever since. Their mobile logs confirm that on the dates mentioned in the above table, the user logged into my Cellphone Banking profile by dialling *120*321#. At all dates and times the correct Cellphone Banking Pin (“MOPIN) was successfully entered. There were no invalid MOPIN entries. Their logs further confirm that in contact sms messages for all the above disputed eWallet payments were successfully relayed to my cellphone number +27 82 ********** . And that I confirmed with the Bank that there was no sim swap done to my cellphone number, my cellphone was with me always and in good working condition. Thus The Bank could only recover an amount of R48.00 from the Wallet account. The balance of the loss shall be for my account! That is pure garbage. Why on earth would I go to all this trouble in trying to get my money back while I know I am the one responsible. I am beyond infuriated with the level of security and protection that I received from my Bank. FNB failed to protect my money in their bank, They failed me as a client & I am probably not the only one that went through this. How do you conclude that money was not taken in ********** yet You cannot even prove it! How did they come to that conclusion? That is pure day light ******* from their end & I want MY MONEY!! I will not rest until FNB pays me back my money in FULL!

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Replies (1)
FNB (First National Bank)
FNB (First National Bank)'s reply11 Jan 2018, 10:24
Official

Hello

Thank you for bringing this to our attention.

We truly regret taking note of your experience and the frustration this has caused.

A complaint has been routed to the relevant department and I have requested that they provide you with feedback.

I do apologise for any inconvenience caused.

***

Regards,

Client Experience Team