Feedback to Fnb after partially paying my ****** money

On the 13th after I posted my ****med experience with FNB I received part of my payment but not all. And a formal letter not sent to me but a banker that was assisting me with the case as I went into the bank to check each time.

Below is my response to the banker that facilitated this payment and addressed me in the email and the formally addressed letter. I still await a response since writing to them on the 18th of June regarding how I feel about this. —————————————————————————

Good day Zwelibanzi

Following your email forwarded to me herewith my response

First I would like to say that I’m highly disappointed with the way Fnb has handled my case. Firstly when the ***** incident happened on the 27th of May I went into the bank the following day which is the 28th of May. I was informed that the transactions had been pending meaning your process was now to track the *****sters and now return my money which resulted in your 7-30 days lead time investigations.

I was promised I would receive a case number and a call / email within 24 hours, nothing came I had to still follow up and then got the the case number but no communication came through until The 04th when Ash from the digital banking called me and said the case was not theirs but the card department and she would ensure they call me to explain further. No call was made nothing was said. I went to into the bank the 06th to collect the new card but Thabo who was assisting me was busy so the time was late we couldn’t make a call to follow up. I then travelled and came back and went into the bank on the 12 still no communication and the investigator was not available and that’s the day I was told and handed a letter that the case was closed with digital banking. A new case was opened and Thabo was checking to hear the result. No communication was made on the 12 when I left the bank neither the 13th and I returned to the bank on the 14th. Thabo again tried to call the investigator of this case but he was not available, I left with no answer just hanging. Late afternoon he calls me to say there was money that was paid to me and there is a letter, ok he sends the letter to my email. I had also seen this money but was not sure what it was for and where it was from

This is shocking this is disappointing and depressing. I didn’t ***** my money and not a person on the side of the road did. This was an inside job as this person who called me to initiate the process of *****ing knew exactly the bankers language. Yes I did give the otp but how did the person know 1. I bank with fnb 2. My cellphone number 3. The transactions I had done earlier on the day? Then asked to initiate the banking process? I really feel fnb is liable of my loss and paying me R7000 of the money as a partial payment is rather unfair and is not a favour. It’s hurting. I did not ***** my money! As you traced did you not see which bank the Baloyi business banks with? Why was I informed the payments were pending and were to be reversed and now I’m receiving a letter that I get a partial refund yet no other communication happened but only after I wrote on hello Peter I then get a refund the following day? The communication does not even get sent to my email it’s passed on to another banker and he has to ask me my email address. Why was I not receiving the communications personally after following up go so many times? What leads the decisions of paying me a partial payment?

I really feel this is unfair, for a person who has banked with you guys over 15years you have let me down and the way you have handled this case is not fair.

I am now supposed to just accept I was hacked by *****sters, I really do not think so. I am definitely sure the person who did this knows the ins of the Fnb system and Fnb needs to do something about it. We trust the bank to have systems that will take care of our money and the little some of us get to look after our families, now one doesn’t know when they wake up to loose their money due to ******* that know the banking system.

I’m highly frustrated and this is not easy to even feel you are saying

“FNB have come to the decision to refund you a partial amount of your ***** claim to the sum of R 7,000.00. The payment is made without any admission of liability by the Bank, and the Bank’s rights remain fully reserved.” It’s like I must feel that I received a favour to get R7000 out of R16136.47? So the R9136.47 is considered my loss and why so? Why pay some and not some?

Please kindly assist in this matter because I’m not considering the partial payment. I will appreciate my full payment from Fnb.

Regards Cathrine