FNB complaint * & FNB Debit Card Claim *-904168

Item: FNB (First National Bank)
Rating: 1
Author: Shaibaz D

First, FNB is not save for Foreigners as you are not important for them.

FNB complaint *** & FNB Debit Card Claim ***-904168

With reference to a ***** transaction on my debit card, where cash R 5000 was withdrawn from my personal account on the 30th June 2019 at 13:37:38 and second transaction SMS I got at 13:50 R 6419.76 purchased @ Tops Crawford.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

Helpful (0)

Replies (3)

FNB (First National Bank)'s replyOfficial

04 Jul 2019, 12:10

Good day Shaibaz Darvesh,

Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.

I have reviewed your previous complaint and noted that an email was sent to *** on the 3rd July 2019 at 13:03pm advising you that the matter had reached a deadlock and that it has to be addressed with the Banking Ombudsman. The contact details for the Banking Ombudsman had been provided on the letter.

Regards,

Hello Peter Complaints Team

***

FNB (First National Bank)'s reply04 Jul 2019, 12:10

Official

Shaibaz D's updateReviewer Update

07 Jul 2019, 14:38

Yes, I followed your instruction and hoping for positive feedback from Ombudsman.

Shaibaz D's update07 Jul 2019, 14:38

Reviewer Update

Yes, I followed your instruction and hoping for positive feedback from Ombudsman.

Shaibaz D's updateReviewer Update

08 Jul 2019, 15:16

I got below response from Nqobile Ngwenya(Ombudsman for Banking Services)

Means, FNB will get back to me within 03 weeks or you will provide a written report to Ombudsman for Banking Services.

Hoping for the best result.

Our ref: For[***]

Dear Mr Darvesh,

YOUR COMPLAINT AGAINST FNB of SA Ltd

We received your Application for Assistance form and opened a file on 08 July 2019.

We have referred your complaint to your Bank for its response (even if the bank already responded to your complaint previously we send it to them again as we may need more clarification or have specified issues the bank did not consider in its initial response to you). The Bank has 15 working days (3 weeks) to either resolve your complaint directly with you or to provide a written report to us. To this end a bank official may possibly contact you to discuss your complaint. Should you be contacted please co-operate with your bank with the view to successfully resolving your complaint.

Should you reach a settlement with your bank, please inform us without delay. The bank usually uses a Letter of Settlement to record the terms of any settlement reached.

Should the bank not resolve your complaint within the stipulated 3 weeks, it will furnish us with a report to that effect. Depending on the complexity of the dispute the bank may request an extension to provide us with a response.

After receiving the bank’s response, we assess the evidence to determine whether we need to investigate further or whether we are unable to assist. The file is then allocated to an adjudicator to either start the investigation process or prepare an assessment report for you which sets out why we are unable to assist you. The OBS will strive to ensure that you hear from the adjudicator assigned to your case within 30 working days after lodging the complaint. You will be granted an opportunity to make submissions throughout the process.

The process of evaluating or investigating your complaint may take some time depending on its complexity and other factors. The majority of files are closed within approximately two months after we have opened a file but some may take much longer. The OBS will strive to inform you in writing of the progress of your complaint every 15 working days while it is being investigated. Please do not phone staff members to determine the progress – rather write to us if necessary.

We will keep you informed of progress made and will advise you in writing of the outcome of the process.

Shaibaz D's update08 Jul 2019, 15:16