FNB ***** Case Ignored for 30+ Days – No Transparency or Timely Action

A *****ulent payment was made from my FNB account on 29 October 2025, and I reported it to FNB within hours. I was informed that the matter was being investigated and that the beneficiary’s ABSA account had been placed on hold.

Despite the urgency, FNB provided no updates for more than 30 working days. I sent multiple follow-up emails and made several calls, always being told that the investigator would “revert,” but this never happened.

Only after escalating the matter did I finally receive a response on 12 December 2025 stating that the investigation had been concluded and that the funds were “fully utilised.” This contradicts the earlier communication that the account had been placed on hold shortly after the report was made.

To date, FNB has not provided:

A detailed timeline of actions taken

Confirmation of when the recall request was sent

The timestamp of ABSA’s account freeze

Any explanation for the prolonged lack of communication

The investigator’s complete report

This lack of transparency and delayed handling has materially affected our ability to respond swiftly. We have opened a case with SAPS and submitted sworn affidavits documenting the timeline.

I request that FNB urgently:

1. Reassess the case through the appropriate senior channels

2. Provide a full and transparent timeline

3. Clarify how funds were “fully utilised” after a freeze was confirmed

4. Provide the complete investigation findings

I trust FNB will treat this matter with the seriousness it deserves.