FNB Total lack of concern

Good day Mr Jacques Celliers CEO of FNB hope you and your family enjoyed a great festive season. I am writing this on behalf of someone who did not, his name is Kleinboy Phoshoko. The reason he had a dreadful festive season was due to the fact that ******* in your bank stole all the money he had in his account on 14th December 2020, so while you and your family were opening your expensive presents and tucking into your turkey dinner, Kleinboy and his family had nothing as he did not have any money. On discovering that his money had been ****** he went to your branch in Tzaneen on 21st December 2020 and consulted with a lady called Judith who assisted him in filling out the necessary paper work. Kleinboy came to me on 28th December 2020 and asked me if I could assist him. I called the ***** line and upon giving them his account number I was advised that this was a gold account and I would be transferred to the gold account desk, the person answering the call then promptly said that she would transfer me to the ***** department and I landed back where I started from to no avail. I then called back several times and got nowhere after approximately an hour of listening to all the nonsense propaganda and dreadful music. My wife in the meantime had spoken to a friend who advised that the only way to sort this out was to visit the branch in Tzaneen and ask for a lady called Doris whom she had found to be most helpful. We live in Haenertsburg some 32 km from Tzaneen but I decided to take Kleinboy to the branch. Just a by the way in the story, as we were leaving Kleinboy receive a call from someone purporting to be from FNB requesting his card number so they could refund his money to him. Kleinboy handed me his phone and when I questioned the party they hung up. This call came from telephone number *** and when calling it back there is no reply. From this it is obvious that someone in your ***** department is passing on information or these people have access into your systems. Anyway to continue, we arrived at the branch and located Doris who could not have been more pleasant and helpful. Once we explained the problem to her she took us through to a private office and the operations manager Thabo assisted us and took Kleinboy back to Judith to once again complete documentation. It transpired that she had not bothered to submit the first lot of documentation completed during Kleinboy’s first visit. We were however assured that all was now well and Kleinboy would have his money reimbursed within 3 days. Surprise, surprise no money was refunded and Kleinboy went back to the branch on 4th January and was told that the report had not been finalised and they could not tell him when he would get his money back. He called me from the bank and I told him not to leave until they told him when he would get his money and he was subsequently advised that it would be with 5 days. To add insult to injury Kleinboy has just visited me and shown me a message from FNB stating that his account is now overdrawn and he must deposit funds into it. So Mr. Jacques Celliers as you are probably in the process of kitting your children out to return to their expensive school, Kleinboy cannot get his children’s requirements to return to school. Please advise what to do next as we are considering laying ******** charges against the management of FNB starting with you as the CEO. We have subsequently heard of several other similar cases in your Tzaneen branch. Remember it is the likes of Kleinboy who keep you in your lavish existence.