FNB ***** RESOLUTION

With so many institutions we have to ‘trust’ – I would say most of us trust our banks the most. I have been a client of FNB for over a decade and have always been pleased with their service and have highly recommended them to friends and family. At the end of June on a Sunday afternoon, my phone was taken off my person. This was a shock, traumatic and scary to say the least. With all the security and biometrics, I didn’t think that my banking app would be vulnerable. Needless to say, I later logged onto my online banking and +R100K had been ****** from my accounts. There were dozens and dozens of transactions and strange activity yet my accounts weren’t frozen. A ***** case was launched with the police the next morning (Monday) post notifying the bank. Thankfully, I had friends with contacts and it seems my case with the bank was officially launched on the Wednesday. They then only managed to stop a payment to another bank which I was reimbursed for and I have yet to receive another payment back that went into another account at a different bank. I was told the first part of the process was to try recoup as much as possible. This was then submitted to a “review panel” in early July. When enquiring about how my account was hacked, I got a simple reply “it seems they had your password.” But How!?? I have followed up on countless occasions and kept getting the standard “it’s still under review but we have prioritised it” response. I continued to follow up with no response at times. The numbers on email signatures were impossible to get through to and in some instances I was given incorrect contact details. I had to take out a massive overdraft for my monthly debit orders and continue to bleed on the interest I’m being charged on my credit card. I then further escalated and it seems to be ‘with management for approval.’ At the beginning of this ordeal, I was promised that the process would take 7-30 working days from several parties and it’s nearly September already. I’m quite frankly broken, furious and frustrated by the way this has been managed.