FNB *****

To Whom It May Concern I’m writing this letter as a plea for help with regards to ***** Activity that took place on one of my First National Bank Accounts, which I reported and have had no success from the bank. Name of Account HolderR de Bruyn Acc TypeCurrent Acc No***0 FNB ***** Ref No***954 The incident took place from the 20th to the 23rd of January 2023. I get notifications on my phone linked to my bank accounts and noticed that something was wrong. Upon investigation I came to the realisation that someone was putting through ********** transactions on my personal current account. I immediately contacted the bank to inform them of the ********** activities. They asked whether I was still in possession of my bank card. I rep**** yes. They instructed me to destroy the card and stated that they would order me a new bank card. They said that they would investigate and would refer within 7 to 30 days. After the stipulated time had passed, I phoned to enquireabout the progress regarding the matter, only to be told that they had not yet started on the investigation. Later that same day, on the 28th of Feb I received a letter via e-mail stating that they do not accept any liability regarding to “digital transacting”. They also stated that I may provide them with additional information should I not be “happy” with the decision. I Phoned the department again, since you are not able to reply on the same correspondence. They informed me that the transactions were done at Balloon City in Krugersdorp. (I was on holiday in Durban at the time) They also stated that I am able to do a transaction with my cellular device from such a distance – how? I have a Apple Cell Phone that only allows one transaction at a time (with facial recognition). So did Balloon City In Krugersdorp have my face as well? And were able to do multiple transactions? I will be put “on hold” for times of 45 minutes, waiting for no one to return to the phone. So “additional information” why I don’t understand the institutions unwillingness to accept responsibility are the following: *Why would I first put several transactions through on the account when there are no funds available at the time? *Why would I pay the same institution numerous times on the same day. Surely there would have been an invoice that only required a single payment? *The Transactions took place in Krugersdorp. I was in Durban. (And they needed my face to unlock my phone} *I worked for the same institution for numerous years and have a sense of loyalty towards them {Don’t know whether this is not in my favour) *I feel that the matter is unresolved, poorly investigated and I do not feel comfortable leaving my financial portfolio and funds with them any longer, what if this happens again? I’m attaching bank statements, FNB correspondence and mytelephonic “waiting frustration” for you. Unfortunately I don’t have the recorded telephonic discussions, but I’m sure thatyou will be able to get access to that. Regards Ruben de Bruyn *** ***

AND THIS IS THE REPLY THAT MAKES NO SENSE

Good day MR RUBEN DE BRUYN, Thank you for writing to us, we attempted to reach you telephonically to no avail. Please note the below : An OTP was sent to your registered cell-phone number to link the card to a digital wallet and the OTP was entered to authorize the linkage. Please see below proof of the OTP that was sent to your registered cellphone number image001.png Only one OTP is required to link a device. Further transactions will not require an OTP as transactions are done via digital wallet/contactless card. Please note that if the OTP was never compromised the linking the card to a digital wallet would not have been possible and the ********** transaction that was done using the digital wallet would not have occurred as well. And the bank is not liable for this claim. We do recognize that you are a valued client to FNB and the matter is currently being reviewed by the management team from a relationship perspective and you will be contacted with the outcome. Kind regards, Abshirley FNB Card FNB Bank City Simmonds Street Johannesburg

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