FNB ***** CASE *** AND RH ***

My husband and I have been FNB clients for over 20yrs. I have always had good service from them and I felt I could trust them with my money. On March 14 2024 I became a ***** victim due to "phishing" and had R7500.00 ****** from our savings account and a further R15k revolving credit taken out in my husbands name. The ***** was committed by a lady impersonating as an FNB ***** dept. employee. She had full access to my accounts, transactions and access to change all manners of procedures that would normally have only been done with a branch visit. She called to tell me that FNB had detected ***** in our Savings Pocket account and she was trying to reverse the monies. She managed to compromise my cellphone that I could not access my FNB app so I could not even attempt secure chat assistance. She knew her way around FNB protocols and how to move things around so that she had access to transaction verifications, security profiles etc. When I was able to get into my fnb app, I realized the money had in fact been ******. I was then able to contact FNB and they confirmed that I had become a victim of *****.

The ***** department gave me a REF. No.*** and RH ***. We were assigned a ***** investigator to our case Mss Relakani Mphafi . We were informed that the accounts would be put on hold and that a visit to our branch would then sort out the accounts and give us new cards. The investigation could take 10-30 working days to be appraised and the investigator would soon be in contact with some feedback. The next day at the bank I kept getting emails congratulating us on our Credit line of R15k, when I told the consultant , he waved it off as "sometimes contact details are captured incorrectly. When I opened them it was in my husbands name REQUESTING 3 MONTHS pay slips. Of course we had not submitted any pay slips, YET FNB granted the 15K Revolving credit (we find this very suspicious) By now the consultant picked up the phone and called the ***** dept. again. A week later after many dropped calls, and being sent from pillar to post, I was sent a msg on secure chat that FNB requires a SAPS case no. (surely this information could have been given by ***** dept or the bank consultant) We reported it to the police and have a SAPS case no. 702/04/2024 and my statement which we have submitted to FNB on numerous occasions to various departments. I have called weekly, only to be told that they can only "escalate the case". On the 16th May, 62 days after the ***** incident I eventually got the ***** Manager's email Mr Reon Pretorius whom I emailed and explained the lack of feedback on our case. I have received very brief cc'd emails from Mr. Pretorius " Hi Relekan, Please see attached. "Please may I have an update".

On 28th May I spoke to Relekane only to be told she is "still waiting for feedback".

It has been 2 and a half months and I have yet to receive any feedback from anyone other than we are waiting for this department to get back to us."

On Tuesday 28th May at 17:10 My husband and I spoke to Philisile from FNB Revolving Credit ***** Dept. She assured me that the account opened in my husband's name would be closed and all monies debited by FNB from our cheque account for bank charges for this Acc. would be reversed. To date that account it is still on our Profile.

Furthermore, the day after the incident the FNB consultant informed us the reason we were only receiving the emails the next day was due to a national internet crash that occurred on 14th March where nobody could access their bank accounts. Makes one wonder... ?

As to the R7500 that was ****** from us I have yet to receive any feedback. I am expecting FNB to pay us back as I believe their handling of this case has been beyond negligent and apathetic ( it feels as if they want me to just give up on getting my money back , they seem to be " waiting us out", hoping for us to just give up. I have spent hrs on air time with no results. We are in our 60"s and can not afford to just give up that money to a banker that we pay exorbitant banking fees with the false promise to protect and cover us from *******) there is a major breach in their security and they are leaving their clients with no protection or cover. I think we all may have to re-think trusting our money in any bank, especially FNB. TAKE NOTE: THE PHISHING BAIT USED 22 Dec 2023 FNB had frozen our accounts without any notification due to SARS FICA Requirements. On 14th March I was once again requested to FICA my bank account with SARS. This is how they baited me. 2 Weeks ago our accounts were frozen again, WHY? FNB says SARS Requires Account verification again?? What is going on??

I have never logged any official complaint before and I have pleaded with FNB to please help me as I did not want to resort to Media complaining.

However, I have no other recourse left to me as FNB's staff are either overwhelmed with too much work, apathetic to their clients ***** plights or perhaps INVOLVED themselves. The service has been so bad its on a "SUSPICIOUS LEVEL"

It is my hope that this experience will get someone's attention and both ***** matters will be resolved