FNB ***** division is insulting and has poor service delivery

I am extremely dissatisfied and frustrated with FNB, and I feel compelled to express my grievances on social media. My wife, who is an ABSA client, and I, as an FNB client, had our cards and cellphones with biometric screen lock were ****** while participating in a half marathon race in Seapoint, Cape Town. To make matters worse, both of our credit cards were used until our accounts were completely depleted. Upon realizing what had happened, we immediately rushed back to our car and drove home to access our bank accounts and cancel our cards. Unfortunately, it was too late by then.

We promptly reported the incident and the ***** to our respective banks, ABSA and FNB. ABSA swiftly resolved the issue for my wife and fully refunded her. However, my experience with FNB has been nothing short of frustrating. They informed me that I would have to wait 5 to 10 days for their investigation to be completed. Fine, I thought, and after 5 days, I contacted FNB's ***** department (after waiting on hold for over 20 minutes), only to be told to wait an additional 48 hours. I comp**** and waited, and when the 48 hours were up, I called again (after enduring another 20+ minute wait) only to be told that they needed just one more day.

After 10 days had passed, I called FNB once more (after another 20+ minute wait), and this time I was informed that they would have until 5 pm that day to finalize my case and that I should call back the next day. Feeling incredibly frustrated, I did as instructed and called the next day, enduring a wait of over 30 minutes. I eventually had to abandon the call. I turned to the secure chat on the FNB app and explained my situation. The representative on the app nonchalantly told me that it was a digital case and I should call another number. At this point, I was in disbelief and my frustration reached its peak. A few minutes later, I logged onto the app once again and chatted with another representative. Finally, I received my letter from FNB. Guess what? They refused to refund my money and provided me with the following reasoning:

"We refer to your recent enquiry regarding the transaction/s on your account. We regret to inform you that we are not in a position to accept liability for the cost/s incurred and have no alternative but to hold you responsible for the transaction/s debited to your account on xx July 2023, to the value of R ****** The decision to decline your request for a refund is based on the following findings: • This card is PIN and Chip based - the card was in your possession and the PIN (Personal Identity Number) is known to the cardholder exclusively. • This case could not be linked to any other reported ***** cases and also does not form part of the normal "modus operandi" of *****sters operating with cloned cards. • The transaction/s occurred in the area where you normally transact, and no further attempts were made from your account up until the card was cancelled. We also wish to advise that due to the technical nature of the card it will only enable these transactions to be negotiated with the use of your personal identification number (PIN), which is exclusively known by you as the legitimate cardholder. Kindly note that FNB does not accept liability for PIN & Chip driven transactions, if the prescribed safeguard and procedures relating to the use of the Visa/Master Debit cards have not been comp**** with.

I am extremely angered by FNB's handling of my situation, and I must express my frustration. Firstly, I am deeply insulted by their insinuation that I was negligent or stupid enough in keeping my PIN code in my car. This implication is not only offensive but also suggests that they believe I am lying about the circumstances. Furthermore, their assertion that this type of situation is not the norm only adds insult to injury.

• The transaction/s occurred in the area where you normally transact, and no further attempts were made from your account up until the card was cancelled. (what does area mean, I live in cape town? I travelled to Namibia recently used my card and I continues as normal, why was I not contacted then. What sort of excuse is this?

I am left questioning the safety of banking with FNB. If it takes me 20 to 30 minutes just to get my call answered, how can they claim to provide a secure banking experience? This lengthy wait time for assistance raises concerns about the magnitude of ***** cases they handle. Are they understaffed? Or is their system overwhelmed by the sheer volume of *****ulent activities?

Additionally, it is mind-boggling that it took them a whopping 14 days to provide me with a response that essentially rejects my claim. Where is the evidence, they have gathered to make such a decision? It seems that FNB is more interested in creating obstacles and delaying tactics than in conducting a thorough investigation.

My next course of action will be to escalate this matter to the Ombudsman.