FNB ***** Investigation is a joke!

On the 21st May 2024 I recieved an 'InContact' Notifcation from FNB that there was suspected ***** on my credit card, I immediately went into the App, confirmed to them that yes, it is *****, as I am out of the country and not using the card and proceeded to cancel the card. As soon as I had done this (on the App), I called the ***** line to be 100% sure that the card was blocked and be sure they log there transaction as *****ulent. After waiting close to 20 mins in the call centre queue, I was assisted and given a case number.

For a few days after the ***** was reported the money was 'pending' on my credit card account and then when I checked again it has been deducted!

So FNB, if YOU picked up the suspected *****, infromed me, I confirmed it was ***** and proceeded to cancel and block all my cards WHY WOULD YOU RELEASE THE FUNDS???

Fast forward to today, 11 June 2024, after twice in the last 14 days requesting feedback on my case using the Secure Chat option and being told to give it 14 days... today was D Day, 14 days had passed... I spent more than 40 minutes waiting for my call to be answered!! Once my call was answered I was infromed by the very kind lady that unfortunately I am not eligible for a refund as I must have done 'something' given an OTP/Followed a false link etc and this is why the investigators decided I am not eligblie for a refund!

(1) No one from FNB called me and asked me for my side of the story, or to provide evidence that in fact I had done everything in my power to protect myself, (2) FNB, the institution, released the funds from the credit card after been informed of the fradulent transactions (3) The transcations are for merchants in Dubai, my card is not authorised for international purchases! In fact, I cant remember the last time I passed through Dubai!!!

The investigative process used by FNB is clearly a joke, surely one of the first things you would do is phone the complainant and request further information? FNB does have controls in place to detect ***** but when ***** is detected and confirmed they do nothing with that information.

Of course now, the onus is on me, to lodge a complaint...

I have been a client of FNB's for as long as I can remember, it must be close to 20 years now, and currently have a homeloan with them, it is safe to say that I will be moving my business once this mess has been resolved and will not recommend their services!