FNB ***** DEPARTMENT ***********

On 10 May 2019. I drew money from an ATM on the corner of Tom Jones and Howard street Benoni. My card was retained by the ATM and the screen froze so that nothing further could be done on the machine. I remained at the ATM with 2 of my workers trying to contact FNB ***** department for assistance. After an hour and thirty min-I was still holding the line on my cell phone waiting for assistance. I then drove to the Springs Mall where one of the enquiries personel called them for me there and we waited for a nother hour and 10 min. for someone at ***** department to answer the phone. I then reported that whilst drawing money from that ATM the screen froze and the rest of the money in my account was withdrawn from an ATM in Market street within 3 min. On the 26th of June I received feedback that my money will not be paid back to me due to the fact that my card was not retained at the ATM in Market street and my pin was used. Totaly at the wrong ATM and totaly the wrong description on my feedback as to what I reported at Springs mall branch. With all the prove even when I again on the 8th of July 2019 held on the line for another 36 min from my cell phone to try and solve the issue that the case was not investigated correctly at all, there was still no answer and I had to hang up. It is clear to me that the people at FNB ***** department is incompetant to do propper investigations on cases like this and therefor cust ost clients to loose their money by refusing to pay out a claim due to poor investigations done. Hopefully FNB management will look into this matter for I am sure cases like mine will cause clients to move their accounts to other banks with quick and propper responce from their departments. My next step is now to if I do not receive feedbak with in 48 hours take this matter up with the ombudsman. Refer to my FNB case fer no card no 4854 **** ****1213 Reference 2***.