FNB ***** department fail

Item: FNB (First National Bank)
Rating: 1
Author: Tina E

I reported 5 duplicate *****ulent transactions named Microsoft Iso amounting to over R20k on 26/8/2025 and immediately cancelled the card. Following day I used secure chat to follow up on my ***** dispute but no ***** case was listed on the app. I emailed the ***** department and got a generic AI reply to request further information. As I was not responsible for these transactions I requested that FNB investigate into whose account the money went to… again no reply. I logged into FNB today to see if the ***** case was listed and again nothing there. To make mtrers worse, a further 5 duplicate payments totalling R25k went off of my debit account! After contacting secure chat the agent said their systems are offline and she could not close the account or remove my overdraft limit. So 6 days after reporting the ***** and a further five *****ulent transactions and no way to stop this makes me loose all trust in FNB, I am seriously considering closing my personal and business accounts!

Helpful (0)

Replies (3)

Tina E's updateReviewer Update

01 Sept 2025, 11:38

Please confirm which JHB branch has a ***** person in the branch itself? I am done trying to resolve this over email and on the app. I do nog trust the automated system anymore.

Tina E's update01 Sept 2025, 11:38

Reviewer Update

Please confirm which JHB branch has a ***** person in the branch itself? I am done trying to resolve this over email and on the app. I do nog trust the automated system anymore.

Tina E's updateReviewer Update

01 Sept 2025, 15:40

I drove half an hour to the Randburg branch only to be told to call to report the *****. The assistant allowed me to call from the branch and it was confirmed that the ***** case reported on the FNB app on 26/08/2025 was not logged and she opened a case today only and escalated it

Moral of the story, all ***** transactions can only be handles by calling the ***** number!!!
The app is not trustworthy, the bank personell can’t do a thing either!

Tina E's update01 Sept 2025, 15:40

Reviewer Update

Tina E's updateReviewer Update

02 Sept 2025, 12:34

Thankful to report that the full amount of my ********* case was refunded into my account today, thank you to the ********* department for escalating my case.

Moral of the story, the only way to report ***** successfully is by calling the ********* line and speak to a PERSON, not AI, not Secure chat, only a person with authority to assist. Not even a physical branch manager has the ability to assist, long gone are the days where consultants had access to all functions…
Nothing can replace humans

Tina E's update02 Sept 2025, 12:34

Reviewer Update