FNB ignores ***** cases

On the 20th of November 2019, my mom received a notification from the bank at 06:46 in the morning that her bank card was used to purchase goods worth R8 499. 00 from Incredible Connections. She was shocked because she did not make the purchase. She immediately called me to inform me of the incident. She made contact with FNB Premier suite to report the incident and was helped by an agent who transferred the call to the FNB ***** unit. The ***** unit cancelled my moms card immediately and opened a case.

While waiting for feedback from FNB, I called Incredible Connections at 09:00 on the same day to report what had happened. I was was able to open a complaint and was given a complaint number. This is the number she I used to get updates on the complaint.

On Friday, 22 November 2019, I called again to get update and was told the goods bought were traced before they could be delivered. On Tuesday 26 November 2019, I was told that the goods have been returned to the warehouse and that a refund will be processed once the warehouse finishes with the paperwork. The money was indeed deposited back to my moms account.

Since reporting the case to FNB's ***** unit on the 20th of November, no one from FNB has made contact, we've tried to call and send emails but have not received any help.