FNB enables theft and fails to investigate!

My wife had her debit card ****** at 11:21 on 19 December. She immediately phoned FNB to block the card in case of eventual theft. The phonecall took 4-5 minutes and the person on the phone was slow. The card was blocked 11:26 - yet at 11:26 the ***** stole R15900 from a **** transaction from "The Bed Store". The ***** team said they would call her with a reference number and would ask for more information + the police case number. Yet when we called a week later to follow up, she was told nobody will phone for more information and she'll just get a call on 5 Jan. Today 4 Jan she got an SMS and letter to say she will not get the money back and the transaction was valid. Reason was that it was a transaction within her usual area. The transaction was PROVABLE as ****. It purported to be from The Bed Shop, yet there is no The Bed Shop branch within 4-5 minutes reach from the mall, where the last transaction at 11:19 proves we were at. A simple phone call to The Bed Shop HQ - which we made but the investigators never bothered to do - revealed that no transaction at any Gauteng or online stores was made at that time and date.

FNB and VISA are failing their clients and have failed us. They have NOT investigated anything, but just refused to refund us for what was a bogus transaction, enabled by FNB's slow call centre and VISA's complete failure to do a real investigation.

If existing or potential FNB clients read this - DO NOT bank with FNB. We intend to move our combined R500k to another bank. FNB cannot protect its clients and fails to help those who were visibly ****med by *******.