FNB refusal to handle a ***** case

On the 22nd April 2026, my husbands personal FNB was cloned and 3 transactions were done.

One for R50 from a pharmacy One for close on R15 000 from takealot One for R599 from a Chinese shop

With in 30 min of the transactions, we called FNB ***** department and cancelled the card and informed them of the *****. They give us reference number 2026 - *******, we request they call us with an update and FNB never did. On the call FNB requested we go to the SAPS and get a case number which we did. We reported it to Boschkop Police station on the 22nd April 2026, case number CAS ***/4/2026. No one ever followed up from FNB for the case number.

Today, 8 May 2026 we call FNB for a follow up and get informed they sent an email to my husband's email address on the 6 May 2026, to say case was denied. We have checked his email as well as his spam and have no such email. I ask them why was the case denied and the first operator put the phone down on me. I called again and spoke to a Nieshaam who was super helpful and put me through to customer care. Customer care says its not their problem they don't handle ***** cases. I get through to their team leader and get told again they don't handle ***** cases its not their problem.

They put me through to ***** again who was incredibly rude kept talking over me or not answering. They cannot give a good reason why it was denied. I asked why no one asked for our police case number and was informed since it was card ***** it was not a police matter. I ask to be put through to a team leader and they just leave me on hold.

I call again and Nieshaam answers again who reads me the email and it clearly states to escalate this please call customer care. She also reads me an email that they emailed Takealot stating the purchase was *****ulent please reverse the charges and they didn't answer.

I feel that the way the bank has handled this has been beyond useless. If someone besides the consumer was held accountable maybe white collar ********s would be caught. There were multiple opportunities for them to reverse the charges on both take alot and fnb's side.