FNB & *****

On 20/02/23 I received a message from supposed courier company stating that my package would not be delivered due to missing details. I did not suspect the link at that stage because I had purchased items online and thus updated my address and banking details.

A few minutes later I received a notification from my banking app that I had been registered to Samsung pay. I reported this to the ***** line as I had neither registered nor have such a device linked to my account. The FNB personnel I spoke to stated that they would block my cards and my profile and monitor the situation. I was informed that new cards would be ordered. I received a check up call 21/02/23 and at that stage no transactions had been made.

on 22/02/23 I went to my local branch to unblock my online profile and receive a temporary card. I was informed that my credit card facility would only be active once I receive a new physical card.

on 23/02/23 two transactions were made from my credit card account to the value of R13 713.83. They both ended in "Dubai Ae". I immediately reported the transactions.

On 03/03/23 I called to enquire as I had not received my cards yet nor had I received any feedback. I learnt that the investigation would take 7 to 30 business days to complete but also that my accounts were still active and that new cards had not been ordered, I thus had to manually order new cards and cancel my accounts.

I contacted the ***** dept again 10/03/23 to inquire and was told that I'd receive feedback in 48-72hrs. By 16/03/23 I had still not heard anything and followed up again. I was sent a PDF via the app dated 14/03/23 and stating that I will not be refunded as a "registered/linked device was used behind a secure login". I didn't even receive a formal email and if I had not asked through the app I doubt I would have been sent that pdf. The whole issue with the **** is that they were able to link to my account through deception and the large transactions that went through didn't ask for my approval via the app as is what usually happens. Furthermore no Samsung device is registered on my profile and it was noted telephonically on 21/02/23. So it's really shocking that fnb are not accepting liability.

I followed the appropriate channel and logged a complaint via the FNB app and asked my banker to escalate the issue. I received an email 20/03/23 stating:Thank you for your correspondence. We have escalated your complaint to the Private Clients department for further assistance. They will be in contact with you directly.

Which, now 6 days later, nothing has happened.

I can't even explain the rollercoaster of emotions I've been through; I'm disappointed that this is how ***** claims are handled.