FNB Fails to Resolve ***** Case, Closes Account, and Threatens Legal Action

I am writing to express my absolute shock and disappointment with FNB’s handling of a ***** case and the subsequent closure of our business account.

Timeline of Negligence: December 22/23, 2025: Our business card was lost at a supplier. We immediately reported it, canceled the card, and ordered a replacement.

December 27, 2025: Despite the old card being "canceled," we received notifications for tollgate transactions on the N1 (Limpopo to Gauteng). My partner and I both had our physical cards in our possession.

***** Report: We immediately contacted the FNB ***** Department. An inquiry was opened. We were told to "call back if it continued," but as a customer, I had already performed my duty by reporting it. It was FNB’s responsibility to ensure all tokens associated with that lost card were deactivated.

Lack of Feedback: The transactions continued, and we received zero feedback on our case. Due to this lack of security and communication, we stopped using the account and the rented FNB speed point.

March 10, 2026: Out of nowhere, we received an email stating our account had been closed.

March 11, 2026: We received a call from attorneys claiming we owe FNB R1,900 (offering a "discounted" settlement of R1,100). This is happening while the original ***** inquiry remains unresolved.

The Current Crisis: On March 10, we specifically used the FNB speed point to make a payment towards the balance to show good faith. FNB closed the account the very next day. By closing the account, you have stripped us of our ability to access bank statements, reference numbers, and communication history to defend ourselves.

Compared to your competitors—who have resolved similar lost-card issues for us within a week—FNB has been negligent. You are actively destroying our company’s reputation and credit standing over a situation caused by your own failure to secure our account after a ***** report.

Our Demands: Immediate Reinstatement: We demand our business account be reopened so we can operate.

***** Resolution: We require a formal, written report on the ***** inquiry opened in December 2025.

Debt Correction: The alleged "debt" needs to be reconciled against the *****ulent transactions that FNB failed to stop.

Cease Legal Action: All communication with external attorneys must stop until this internal failure is resolved.

We expect a call from a senior representative who can actually access our case history rather than another automated debt collection notice.

Company Name Jade Auto Solutions FNB Account Number: ***