FNB - "How can we not help you"

Dear FNB,

I am writing to express my extreme dissatisfaction with the handling of my recent credit card ***** case by FNB.

As a loyal customer of 20 years who values the bank's motto, "How can we help you," I am deeply disappointed by the lack of support and empathy I have encountered during this ordeal.

The incident began when I realised that I had fallen victim to an email ****. In response, I took immediate action by contacting FNB's ***** hotline to report the issue, and a case number was duly assigned. I also took the responsible step of canceling my credit card to prevent further unauthorised transactions.

However, my frustration began when I was informed that the investigation into the ***** case could take anywhere from 7 to 30 working days to conclude. This prolonged timeline left me feeling vulnerable and anxious about the security of my financial assets.

In my pursuit of answers and assistance, I visited FNB's physical branches at Fourways Mall and The Village. While the agents I encountered were certainly empathetic and more than willing to help, they were unable to provide me with the information I desperately needed, specifically assistance in understanding my statements and obtaining clarity on the situation.

Dissatisfied with the lack of progress and feeling increasingly helpless, I decided to contact FNB's ***** helpline once again. However, my frustration reached its peak when I had to endure a grueling wait of 1 hour and 30 minutes just to speak with a human representative who could comprehend my story.

When I finally reached a ***** Analyst named Kevin Smith-Aitken, his response was both dismissive and condescending. He bluntly stated, "This will not be looked at because you willingly made the purchases." This response was not only unhelpful but also deeply insulting. I tried to explain that I genuinely believed I was communicating with my boss when I made the purchases and had even provided him with the email chain as evidence. Unfortunately, my call was abruptly terminated due to my airtime running out.

Despite having Kevin's email address, my attempts to contact him for further assistance have gone unanswered since August 23. To make matters worse, I have not received any follow-up communication from FNB, whether from Kevin or any other ***** Analyst, leaving me in a state of uncer*****y and frustration.

I must emphasise that the statement, "This will not be looked at because you willingly made the purchases," is an entirely unacceptable response.

No one willingly becomes a victim of *****, and the implication that I was somehow complicit is both offensive and baseless. If my case is being dismissed in this manner, it raises concerns about how FNB handles similar cases for other customers who may have also fallen victim to *****ulent activities.

In light of these deeply unsatisfactory experiences, I am reaching out to HelloPeter to bring attention to this matter and request a swift resolution to my credit card ***** case. I believe that FNB should uphold its motto and demonstrate a commitment to assisting its customers in times of need.

I appreciate your attention to this matter and look forward to a prompt response and resolution from FNB.

Sincerely, Natalie Pylypczak