FNB ***** claim very dissappointing

My phone got ****** on 3rd August 2020. The phone was somehow used to gain access to my accounts where the ********** transferred R25k to my cheque account from my credit account and then transferred out and bought airtime to their numbers for the value of R19k from my cheque account.

I reported this incident to the ***** department at FNB where all my accounts and access through all channels were blocked and was assigned an investigator.

FNB, on their website it claims that it can take up to 7 days(business) for feedback on cases yet I waited about double the time all the while not having access to my accounts which I need for everyday survival for basically a month as I constantly tried to get in contact with the investigator but would never answer the phone and never rep**** to emails for a duration of 2 weeks after sending the requested documents they asked for.

I had to go to FNB's main offices in Fairlands to try to get a hold of the investigator of which I could only get a hold of the investigator's manager who promised me that I would get helped the next day of which I still had not. Eventually, I could get a hold of the investigator so my accounts can be unblocked and I can actually survive again.

I went through all the scenarios and provided and answered all questions the investigator had about the incident and in the end, it was not found out how exactly they accessed my account but it appears as though the investigator thinks that I knowingly or unknowingly responsible for compromising my details as they claim that my accounts were accessed using the correct credentials.

I take the utmost responsibility when it comes to security and it is weird that my FNB accounts get compromised and my Standard bank accounts don't when I use the same degree of measures to secure both accounts with respective banks. I never save my credentials anywhere and only access online banking through the apps or in browsers' private mode so information is not saved anywhere.

I hear at other banks that customers receive help straight away and that they get reimbursed during ***** cases but it seems as though FNB shifts the blame to its customers while providing questionable service.

It is sad now that I will have to leave FNB having been with them my whole life and would've got a home loan and future investments with them but given that your money is not safe with FNB, I will have to look elsewhere.