FNB and banking ombudsman both is working together

FNB complaint *** & FNB Debit Card Claim ***-904168 SA banking ombudsman REF [***] Both is working together.(Ombudsman is clearly taking bank favor) I emailed banking ombudsman as per the below Dear Siyabonga,

Sorry to inform you that I was not expecting that SA Banking Ombudsman will not follow their internal protocols.

You did not ask following questions to bank(which comes in banking Ombudsman protocols) and trusting bank blindly without any proof/evidence. Also you and bank keep assuming that I gave my card to theft and PIN to use. It's so illogical, the case is very clear that card skimming happened. Proof me that it's my negligence. As I did not enter the PIN.

Information to be obtained from bank sources

Can it be confirmed that the ATM had no malfunction or problem at the time of the incident?

Were the recommended site standards comp**** with at the ATM where the incident occurred? Furnish an ATM incident monitoring report / risk profile for the ATM concerned, to indicate whether the ATM was tampered with or not?

Provide an accurate record of the transactions concerned, with times and places etc., together with the relevant Audit trail + Tally roll.

Can the bank provide any evidence as to the identity of the person that withdrew the money from the ATM.?

You did not ask above questions, why ?

You asked below question to bank and they answered. You accepted that answer without any proof/evidence.

Is there any record of the complainant’s card being inserted or retained at the ATM in question or that the ATM malfunctions on this day? None.

I have noticed that my lot of correspondence is deleted in Summary of complaint, WHY ? and bank has already responded you on 10th of July. Why you took so much time to give exact same answer.

As per the banking Ombudsman protocol, The OBS will strive to inform you in writing of the progress of your complaint every 15 working days.

I have sent the reminder to Ms. Nqobile on 13th Aug that it's almost 04 weeks and I did not get any reply from adjudicator. And all of sudden today I got negative reply from you.

It's undue delays in the resolution of my complaint. Your conclusion is a big question mark to me that what banking Ombudsman did with me. Just wasted my 45 days in hoping for justice.

How my card was stuck ? because bank ATM was tampered, I was keep pressing cancel button however my card was not coming out. This is bank mistake that there was no Anti-Skimming Protection. Check RBI new rules for your perusal.

Please advise me, how I can ask for a review as I have CCTV footage for second ***** transaction. Which happened at Top Crawford liquor store.

I do not know, how can I show you Fresenius Medical Care Athlone Kidney and Dialysis Centre FNB ATM CCTV footage that what happened exactly on that day as it's bank responsibility to prove, If they are right.

Note : In my case, I don't know where is independent decision.

My complaint to FNB

With reference to a ***** transaction on my debit card, where cash R 5000 was withdrawn from my personal account on the 30th June 2019 at 13:37:38 and second transaction SMS I got at 13:50 R 6419.76 purchased @ Tops Crawford.

At this time I was not in possession of my card as it was ******/clowned.

I am not at all happy with the outcome received from FNB with regards to ZAR 5000 withdrawal from Belgravi ATM and ZAR 6419.76 purchased @ Tops Crawford.

Please be informed that on 30th June at 13:25 pm(approximate time) I was at Fresenius Medical Care Athlone Kidney and Dialysis Center - FNB ATM. When I inserted the card in the ATM it got stuck and someone immediately came to me and said now FNB has new system and he press some buttons. Then my card came out and again he inserted the card, I thought he is a FNB ATM guard but he suddenly disappeared from the scene.

There were a few people who were standing behind me in the queue and they also left and I then panicked an left the ATM as I had my family with me and was afraid for what these guys were upto.

First transaction SMS I got at 13:37 R 5000 withdrawal from Belgravi ATM and second transaction SMS I got at 13:50 R 6419.76 purchased @ Tops Crawford.

This time I was driving to back to home for safety and Immediately I cancelled my card at 14:13.

Same day at 15:30 I lodge complaint at Athlone Police Station under case number CAS 23/7/2019.

Please note I have informed the bank of the cancellation within the stated time frame and request your assistance in getting this funds refunded to me.