Failure to Safeguard Funds

I'm following up on the matter with case number ***NF regarding an unauthorised deduction from my FNB account. The amount was not reflected in my transaction history, and it caused significant disruption to both my personal and business finances, resulting in a loss. The emotional distress stemmed from the uncer*****y of whether my funds were safe with FNB, along with the loss of business due to this incident.

After contacting FNB, I received the following response from one of your advisors:

"As discussed, I have escalated to the debit card division and received feedback that the account has been rectified, and the pending amounts have been released. We cannot confirm it will not happen again as this is based on the merchants."

While I appreciate the refund, I find it concerning that FNB cannot guarantee this won’t happen again. FNB is responsible for ensuring that all transactions on my account are legitimate, and shifting the blame to me or the merchants is unacceptable. It is FNB’s job to safeguard customers from such incidents, and full accountability must be taken to prevent this from happening again.

I request the following:

1. A clear explanation of the unauthorised deduction, including the merchants involved.

2. Steps FNB will take to prevent such incidents from recurring.

3. Assurance that my account will be better protected from irrelevant transactions in the future.

As a loyal customer, I expect FNB to act in accordance with the Code of Banking Practice and consumer protection laws. If this issue is not resolved within 5 business days, I will have no choice but to escalate it further.