FNB - Lack of Resolution and Assistance in ***** Case

I opened a ***** case with Capitec Bank in November after being ****med via Facebook Messenger. The funds were paid from my Capitec account into a personal FNB account belonging to the ****mer.

Since November, I have made numerous phone calls and sent multiple emails to Capitec’s ***** Department in an attempt to resolve this matter. Throughout this time, I have consistently received the same responses: either that I need to resubmit documentation or that the documentation has already been received but the assigned investigator is unable to obtain a response from FNB.

All requested and relevant documents relating to this ***** case have now been submitted in full. Despite this, there has been no meaningful progress. I am repeatedly told that Capitec is awaiting feedback from FNB, and that FNB is not responding.

This is particularly concerning, as I have experienced similar issues with FNB in the past, where a matter that should have been straightforward took several months to resolve. Unfortunately, this appears to be happening again.

Both Capitec and FNB have fallen short in assisting me with the recovery of funds from a clearly *****ulent transaction. The amount in question is not substantial, which makes the prolonged delays and lack of accountability even more difficult to understand.

I am extremely disappointed with Capitec, especially as I have been a long-standing customer and expected better support in a situation involving *****. I am equally frustrated with FNB for failing to engage with Capitec to help resolve this matter.

The lack of effective communication and basic customer service raises serious concerns about how ***** cases are handled by banking institutions in this country.

If this matter is not resolved promptly, I will have no alternative but to escalate it to the Banking Ombudsman.