***** - FNB shifting the responsibility of the investigation to the client

On the 13th of July 2023 three different transactions went through my FNB account. The first transaction of (R5671.4) was declined, but the second (R2835.7) and third transaction (R945.23) were successful. I did not make these transactions and immediately visited FNB and filled out a ***** dispute form, they stopped my card and issued a new one. So far so good. When I went into my banking app, there was a message that my bank card was registered at Apple Pay on 11/07/2023 (I do not own an Apple device, and never have). I opened a case with FNB supp**** all necessary documents, and was told that the turnaround time would be about 10 days.

Today, the 20th of July 2023 I received an email from FNB's ***** division, informing me that the transactions were online purchases and that it is my obligation to find the online store that goods were purchased from (I didn't purchase anything and already tried finding the store), and then ask them to reverse the transaction.

They further state, that if I am unsuccessful, I should provide them with proof of communication with the online store, and provide them with details such as what was purchased, when the delivery date was, and reasons as to why the goods were not delivered, basically implying that I purchased goods and did not receive them. This is after being at the branch numerous times, and communicating with the ***** division continuously.

As far as I remember, there is a secondary approval for online purchases, specifically to reduce *****, but this has dismally failed. In addition to the approval of online purchases, and details that need to be supp**** (card number), online purchases require your CVV that is linked to your card. When linking your card to Apple Pay, Google Pay or Samsung Pay, you have to insert the card number, CVV and your ATM pin. My card has not left my side, so this information has been safeguarded, yet these transactions were allowed to go through.

I am extremely disappointed in the level of professionalism and competence of FNB staff, especially after they passed the onus of sorting out this mess onto me.

The below is an extract of the email thread: According to VISA/MasterCard requirements, the customer is required to make contact with the merchant first to try and resolve prior the bank getting involved. The bank cannot cancel any transaction on behalf of a customer where the customer went into agreement with a merchant directly.

Please retain all evidence of communication with the merchant in your attempt to resolve the dispute – either where you have requested a cancellation of a subscription in line with the merchant’s T&Cs or possibly where you have not received the goods ordered.

Should you not get any assistance from the merchant, please resend the dispute to the bank with the following documentation:

Evidence of communication between customer and merchant What service/product was ordered When was the expected delivery date How and where was the delivery scheduled Clear reason for disputing the amount