FNB ***** - No protection from my bank

On the 21st of March 2023, I was trying to sell my fridge off gumtree. An interested buyer contacted me on whatsapp and said that if she sent me a link and I put my details on it, she would pay via aramex and the payment would come into my account that way. I didnt think and put my details on the link. I immediately noticed that my FNB account had been hacked and DECLINED each payment and immediately phoned FNB to report *****. It took them over 15 minutes to answer my call. I also cancelled my cards and suspended my banking account. By declining the payments out of my account and not giving anyone my OTPs, I was under the impression this was case closed. To my horrow, the money went off my account on the 24th of March. I reported this to FNB ***** deparment. They got back to me on the 31st of March to let me know that they concluded the investigation, that I was at fault and that I will not be getting any money back. FNB then recommended I contact the FNB Care email address for customer complaints who in turn referred my case to the Service Resolution Consultant in Personal and Private Service Recovery on the 4th of April. I had to follow up on the 14th of April after not hearing back from them. FNB offered me a token of goodwill as I am a longstanding customer. This was only 20% of what I had lost and unfortunately unacceptable. I then lodged my complaint with Banking Ombud that reached the same conclusions as FNB.

My concerns: 1. How come after declining payments and not giving anyone OTP's the money went off my account. Is it possible for this to be proven? 2. How come were the payments not reversed when I alerted the bank to these payments as *****ulent? The money went off my account, 3 days after the incident happened 3. This makes me question the clearance houses, why was this not communicated to them, the *****ulent payments most definitely could have been stopped. Could these EFT's not have been stopped??????? 4. FNB said it took me 20 minutes to contact them regarding the ***** however I was waiting for a call attendant for at least 15 minutes. I have evidence that can prove this.

What I would like: 1. FNB to offer me a substantially larger some of my money back than their original offer for the reasons stated above 2. Evidence that these *****ulant payments were approved. 3. Evidence that FNB attempted to reverse the payments as soon as they were noted as *****ulent. 3. Because of this, I have credit problems

If I do not get a satisfactory response from FNB, I will have no choice but to: 1. Contact the media 2. Contact a reporter regarding my case to expose FNB's negligence 3. Make use of an attorney.