FNB ***** UNRESOLVED

Good morning, I was hoping you can assist in getting answers from my Bank - FNB. As per the below letter which I intend on forwarding to them. Thanking you in advance. Corna Moolman

Complaint Reference Number ***

Good day,

Your letter dated 14 February 2020 refers.

As per this letter, you agreed to refund me with the sum of R1,150.00 – after refunding an amount of R2,000.00 of the same incident. But – the amount of R2,000.00 were deducted again – making me over R3,000.00 in arrears again! I would really like to know who has access to my account to just do whatever he/she feels like!

This, however, is only Two of the *****ulant transactions on my Account.

An amount of R3,000.00 was Not received from the ATM whilst trying to withdraw this amount in December 2019.

Another R3,000.00 was **********ly deducted from same account on the 23rd of January 2020 – as clearly indicated on all the ***** Claim Forms submitted to FNB.

No mention of these amounts in your communication, but instead, the claim was made that the card was either ******, Or my PIN was “shoulder surfed”. And furthermore – FNB makes me out as being in the wrong here with the statement in said letter of “as the bank will not entertain any future claims” – ENTERTAIN !? REALLY !?

As for your claim in said letter –that the card was ****** – it was NOT ****** but was swallowed by the FNB ATM at Glen Acres Shopping centre corner Monument and Dann Road. Upon that happening, I immediately phoned your ***** line and cancelled the card, but, upon doing so, two Transactions – one of R2,000.00 and one of R3,000.00, showed “Pending” on my Phone and actually appeared a day or two later with the wrong spelling of “Dunn Road” on my Statement.

With the first attempted withdrawal at the ATM indicated on my Statement and on the ***** Claim Form, FNB actually said they had footage of that Transaction, but could not show it to me as I couldn’t show them the correspondence per sms or email which ever was used by FNB. How *********** is it that the Customer Care Consultant could not retrieve that, but instead – referred us to the Manager (who’s actions is discussed further in this letter.

As for the Security Tips referred to in your letter – as I mentioned – I am an FNB Customer for 19 years – by This time, I’m sure one should know how to use an ATM, and looking back at my Bank Record for the past 19 years, I Never had made a claim like this and therefore should be taken in consideration.

Should you retrieve the Footage of the ATM, there’s no doubt you will clearly see what happened – after all – that is why you have Cameras at your ATM’s, isn’t it? But on that note – your Manager at Woodbridge Bank stated that there are NO Cameras at that specific ATM….??? And he made the statement that one should Not use that ATM – so my question is – FNB is clearly aware of the problems at that ATM, so how are they protecting their Customers by leaving it and not doing something about it !? The Manager just shrugged his shoulders - so I, as a loyal FNB Customer for the past 19 years, is insignificant in the eyes of the Bank I trusted for so long.