FNB total lack of customer care or concern for protection of their customers!!

My wife and I (we have our own cheque accounts which are linked) were the victims of a number of ********** transactions which took place Sunday evening 15th January, and very early Monday morning of the 16th January. As soon as we became aware of them, we immediately reported it to FNB's *****line at 05:30am Monday morning 16th January, case # ***. They blocked my account but not my wife's account, which should have been blocked as they are linked. My wife and I then went to the FNB branch at Highveld Mall, eMalahleni (formerly Witbank), where we advised the staff of the transactions. The staff then instructed us to call the ***** line to stop the ********** transactions as they were still pending. The staff then called the FNB *****line on our behalf, and my wife waited on the call for 20 minutes, only to be told that the transactions could not be stopped as they were pending! This is ridiculous! These transactions were then cleared later in the week.

Immediately we became aware of the ********** transactions we looked at our accounts and saw that R30.000 was transferred from my cheque account to my wifes cheque account. This was followed by R48.000 being transferred from my wifes credit card to her cheque account with a reference of "internet transfer from Gen". Within minutes three payments were made, of R23.500, R21.000 and R20.000 respectively, to bogus accounts (we checked the names of the accounts to which these payments were made, and the companies do not exist).

We have never divulged our card details or passwords, so want to know how and where these details could have been hacked?

We also communicated daily with FNB via their secure chat, and were eventually told that the bank is not liable, and would not make any refund of the total amount we were de*****ed of R64.500!

This is a really pathetic response, especially in the light of the fact that we reported the *****, yet the bank chose to totally ignore this fact and allowed the transactions to be cleared some days later!

We will be taking legal action as well as referring this to the Banking Ombudsman.