FNB Concealed Video Footage of a *********: Security Risk/ Cloned Debit Card

A replica of the card I had in my possession was used to pay for fuel at a service station and withdraw money from an ATM at midnight in Hillbrow. I realised this later because I did not receive an SMS/ in Contact text from the bank, and I immediately froze the account. I still have the signed card with me, but the bank claims that the original card and PIN were used without any evidence. I took days off work to visit the place of crime in Hillbrow (time FNB will not compensate me for) only to find a camera belonging to the bank.

The branch's manager confirmed that an individual without a mask, not me, is seen withdrawing money at the recorded transaction time. After these findings, someone higher up immediately collected the footage from the branch under the claim that it would be submitted to the SAPS investigating officer, but FNB neither handed this to the police nor refunded my money. I am a young woman who had to risk losing more possessions in Hillbrow to find evidence that the bank left for deletion - a job the bank pays someone to do!

The same internal investigator knowingly omitted to visit the service station or check a transaction where we could have gotten the culprit's vehicle registration, saying, "they can only investigate the larger amount". Yet, the bank claims that their investigations were thorough and dismissed my complaint. Their refund decline letter states that Hillbrow is my "normal area of transaction," but they have failed to give evidence of any transaction I made in Hillbrow within the past two years.

Their reasons are that this crime does not fit the modus operandi of *********, as though they have exhausted all ********** ways or their cards a '*****proof.' What is more surprising is that the bank is quick to cite how ********** work, but they fail to reconcile this with my banking habits over the past 8 years, i.e. withdrawing the max. daily limit, and increasing limits four times at once without an OTP. Surprisingly, to date, I have not received an SMS notification of the withdrawal and fuel purchase; no OTP was sent or inContact communication for these transactions - all convenient omissions by the bank.

Also, FNB was sitting with footage showing that I was not in Hillbrow since 2 January, perhaps hoping it expires and my case nullified regardless of my several requests for evidence that physically places me in the place of crime. So, my best bet is the bank is protecting an individual I do not know or using this time to check if its personnel are involved, despite declaring, in writing, that investigations were thorough. FNB's internal investigator, Rupal Bhatt, responded 22 days later with a backdated letter. I am failing to understand why the "findings" had to be kept for another week, if not to derail the possibility of finding other evidence or maybe secure someone's KPI.

Consumer Rights Tip: if FNB is about ethical banking, I somehow still want to believe they are; they should re-educate their service agents not to state that "internal investigations" will be made; thus, a police report is not required for a non-violent crime. ***** is a crime under law, and that communication is not only misleading, it also skews national vulnerability statistics. Please report all crimes; chances are FNB will stall resolving your case; they are either in on it or trying to cut pay-outs. Also, their service does not match their award-winning bank status!