FNB CARD *****

On the 23rd Of December 2023, I received a payment notification for a *****ulent payment that was made using my credit card for the amount of R 36 367.68, I immediately called the ***** department and logged the complaint, and canceled the credit card.

From the 23rd of December 2023 up until the second week of January 2024 I had called in numerous times to follow up with the investigation and had received no update or correspondence from them unless I called in and was still told that they were busy with the investigation and will inform me of the outcome.

FNB did not take the initiative to ask me any questions regarding the investigation, 08/01/2024 I had logged the same complaint on Hellopeter only then a few days later a customer care consultant called me to explain the findings of the investigation, rudely he never gave me a chance to talk and spoke over me throughout the entire conversation! The consultant mentioned to me that my credit card was linked to someone’s Apple Pay phone on 17/08/2023 and waited almost 4 months (23/12/2023) to conclude a transaction for airplane tickets to Cathy Pacific Airways amounting to R 36 367.68. Could the transaction at that time not be reversed or canceled immediately by the ***** department???

On 12/01/2024 I received the findings of the investigation from FNB with the following outcome: “ FNB thoroughly investigated your claim and found no involvement of any bank employee or failure of the Bank’s systems or processes.” “The Bank has reviewed the case and considered all the facts, regrettably we have declined your request for a refund based on the following” “ In order for the FNB Contactless Card transactions to be processed, a registered/linked device was used behind a secure login.”

How was this contactless card transaction approved when NO OTP WAS RECEIVED ON MY SIDE, WHERE IS THE PROOF THAT I RECEIVED AN OTP TO LINK MY CREDIT CARD TO AN APPLE PAY DEVICE ON 17/08/2023???

I have never owned an Apple device, I have not received any SMS/authentication App messages for linking any devices to an Apple Pay device.

I will be opening up a case at the SAPS, reporting the matter to the banking OMBUDSMEN, and will involve my attorneys, I am closing all my accounts with FNB!!!