FNB shows ZERO interest in preventing *****, and even less in customer care

On 25 November 2024, we were ****med with email being intercepted and banking details on a quotation being changed. We realized what happened about 3 hours later and immediately phoned the bank. We struggled for an hour and a half to get assisted. We were informed that the money already left FNB and were told to apply for a refund. They also logged this as an overpayment and did not request any supporting documents for a ***** case, but provided us with a case number. We received a message 2 days later that they were closing the case due to lack of supporting documents. When we enquired about this, only, did they request supporting documents. It took FNB 15 (yes fifteen) days to contact the external bank to block the account in question. obviously by that time, the money was long gone. We have complained several times about the way this ***** case was handled, but despite all our attempts to follow up, we have received no feedback at all on the complaint cases. When following up regarding the ***** investigation, we only receive feedback that they are still awaiting feedback from the external bank. This after we have received confirmation from the external bank that they have already provided them with feedback. FNB seems to have zero interest in protecting our money and is in fact, supporting *****sters to get their hands on our money by acting in ways that ensure that the money can be passed through to these people's accounts before any action is taken. It is more than a month later, and calling the comlaints resolutions line has gotten us nowhere. We are just told that the matter will be escalated and someone will contact us.

I have been a FNB client for more than 20 years. I cannot believe that this is how bad the customer care has gotten.