FNB unable to deal with *****, you will lose your money

On Friday, 7 February 2020 @ 14:08, I had received an sms to inform me about a transaction on my account, as it was marked suspicious. I rep**** with 'N', indicating that the transaction was not approved by me. I got a call from a ***** agent who had then informed me that according the system i made a purchase of R30 for a Samsung S10 and if they had to do any formal investigation and find that I was guilty of releasing my banking details I would be charged R270. The more I explained to the agent that I had not made any such transaction, the more she continued to re-iterate the fact that there was an evident transaction on my account of R30 for a Samsung S10. At this point I was extremely agitated as I work in the financial industry and very much aware of potential risk for *****. The agent I had spoken to, indicated to me that they have seen these transactions occur before and all of them were **********. So my first question is, if the bank is aware of these transactions being ********** how is it that you have no way of stopping it before it occurs? Second, why was my online banking app not triggered to approve the transaction? And if you going to try and tell me that it needs to be a certain limit, how does a transaction of R1000 get approved without triggering any fail safe? The agent stopped my card but at no point during the conversation had she offered to order a new card. I hung up. On the 6 March @11:11, I received another one of these smses informing me of suspicious activity on account but this time the transaction was declined, but only because guess what I do not have a card. I am aware that I am able to order a crad via the app but the better question is why was I not given that option immediately after your agent had cancelled my previous card. The transaction was for the amount of R1077.07, when I had indicated that it was not me and received the call from the ***** department i was sent to a prompted message, which I indicated that I would like them to call me back as I could not on the phone as I was already on the line for nearly 10 minutes. No one returned the call. On Monday 9 March @ 09:53 I received yet another sms from FNB about a suspicious transaction on my account for the amount of R835.29 and guess what, it was not me this time either. Needless to say that I have absolutely had it with having to deal with transactions on banking account that was not authorised by me. I once again got the prompted message and just hung up. I was then prompted with a message that I should either reply with 1 to discuss the transaction or 2 to indicate if I will call back. I have not rep**** to your sms.

As a Premier Cheque account holder, you have not made banking as easy it was supposed to be when you were selling the product. When I get told by your so-called Premier cheque account bankers that I will require to call the relevant departments myself as they are not able to assist me or that I need to visit a branch, I wonder why in heavens name I am paying R220 a month in bank charges when your agents are not trained to do simple tasks. These experiences have definitely made me begin the process of closing all my existing accounts and moving my business.