FNB is being uncommunicative

Nearly 3 months ago, my 90-year old father-in-law was the victim of banking *****, in which a significant amount of money was taken from his bank account.

In the days that followed, the consultant in the local branch was amazing at helping him through the stressful procedure of communicating with the back office departments, cancelling and acquiring new bank cards, opening a new bank account and re-establishing on-line banking access. And then her powers ended and she was able to help him no further, and he was left alone to deal with the faceless consultants who hide behind the other end of the phone line and make promises and statements that seem to go no further - and if they do, no one is communicating this to him.

Shortly after the theft, he had to leave for overseas to visit family. This proved to be a time of enormous stress, frustration and uncer*****y for him, as he needed to transact on his account, and needed the support of the bank, which he could only get through lengthy and costly phone calls back into South Africa.

About 10 days after the theft, the bank refunded 90% of the money that was ******, but wouldn't give reasons other than saying "that was all we could recover". Recover from whom? What does that mean?

On his return home towards the end of October, he tried to piece together the events that gave rise to the *****, but nobody in the bank is providing him with that information.

On speaking to the ***** Department, he was told that the investigation had been concluded and the matter had been handed over to the Legal Department for authorization of payment, but that hasn't happened yet.

Besides the amount that was ******, he's incurred further losses due to fees levied by the bank resulting from rejected debit orders on the closed account, and penalties from providers due to non-payment of these very debit orders.

He was advised to log a dispute with the bank. Why? They're fully aware of the amounts in question. Why are they making it so difficult for this 90-year old gentleman to achieve restitution?

At the time of reporting the *****, he provided an affidavit and case number from SAPS for the ***** investigation. Three months later, he's still had no feedback from the investigation as to what actually happened. Not only is he entitled to this information, but it's also imperative for him to know the modus operandi of the **********, and more importantly, how they knew he had an unusually high balance in his account at the time.

He needs assistance from senior management of FNB 1. to explain why this information is being withheld from him, 2. to provide the answers he seeks, and 3. to refund him in full for his financial losses. Who will help him?

Please contact me so that this can be resolved.