FNB

I had some ***** happening on my bank account with FNB. When it happened I immediately contacted FNB and reported the matter. For a week they had me phoning and with promises the funds will be released by today. Only to find out today the claim has been rejected because an OTP was send to my phone. I did nothing with this OTP - yet this is the reason why the claim was rejected. Unacceptable - why could they not immediately reverse the transactions when I phoned them - with in minutes of it happening?