FNB Fails to Properly Investigate Unauthorised Transaction Linked to Duplicate Card Settlement Issue

Last week, I noticed several duplicate card payment transactions on my account which I had not initiated. FNB subsequently communicated that these transactions were related to a known system issue and assured me that the duplicate entries would be reversed within 72 hours, with no action required on my part.

While the other affected transactions were reversed, one transaction remained outstanding:

*PURCH MOMENT_DStv – R548.21 – 05 November 2026

I queried this transaction with FNB because I did not authorise or make this payment. To clarify, I made a legitimate DStv payment on the same day using my FNB app (FNBy Transact account), but that payment was R444.00, not R548.21.

My concern was that this outstanding transaction could be linked to the same duplicate settlement issue that FNB had already acknowledged. However, instead of properly investigating and escalating my query, the consultant immediately suggested placing a hold on my account, cancelling my card and treating the matter as *****.

I explained that I was not reporting an unrelated ********** incident but was asking FNB to investigate a transaction in the context of the known duplicate transaction issue. I specifically requested that the matter be escalated rather than taking a route that would unnecessarily disrupt my banking activities.

The proposed solution would have had serious implications for me, including being unable to transact and having legitimate debit orders and subscriptions disrupted. I found it unreasonable that this was presented as the immediate course of action without first properly investigating the transaction.

What makes the experience even more frustrating is that, towards the end of the conversation, FNB provided a general notification acknowledging an issue affecting credit card and virtual credit card duplicate settlement transactions originating from Nedbank. The notification stated that customers might see duplicate transaction entries and that no action was required.

However, this still does not answer my specific query about the outstanding R548.21 transaction.

My concern is not simply about the amount of money involved. It is about the lack of proper investigation, ownership and customer service. As a customer, I should not have to fight to get a transaction investigated, particularly when the bank has already acknowledged a system-related issue that could explain the problem.

I would like FNB to:

1. Investigate the R548.21 DStv transaction dated 5 November 2026 and establish why it appears on my account. 2. Confirm whether this transaction is linked to the acknowledged duplicate settlement issue. 3. Provide a clear explanation of why the transaction remains on my account when the other affected transactions were reversed. 4. Reverse the transaction if it is confirmed to be an erroneous or duplicate settlement. 5. Improve how customer queries relating to known system issues are handled, so that customers are not unnecessarily directed towards ***** procedures without a proper preliminary investigation.

I hope FNB will take ownership of this matter and provide a meaningful response rather than a generic explanation or another instruction to contact the ***** Department.

Customers deserve more than automated notifications and standard responses. They deserve proper investigation, accountability and resolution.