FNB's inability to cancel old accounts led to ********** activity

FNB called numerous times to offer me the Premier account and I eventually agreed. What they failed to do after activating the Premier account was to cancel the Gold card and nobody called to give me instructions that I as the customer should do that! 2 days ago I got a notification on my banking app. that a PayPal online transaction was made on my account. This was untrue as I was not purchasing anything at the time and I was home watching TV. I decided to immediately transfer the funds from my Premier account to a savings account as I was suspicious of this unknown transaction on my account. 10 minutes later I received two notifications : "Transaction on account declined due to insufficient funds". Which means that whoever was using my details to do the online purchases had attempted TWICE to **** me again but they were unable to since I had moved my money. I called the FNB ***** line immediately to find out what was going on in my account. The gentleman told me that someone was indeed using my Gold card details to make the online purchases! Now this was a major surprise to me as I had cut the Gold card in pieces when FNB delivered the Premier card; so how was someone able to use those card details! Only to be told that the Gold account was still active, it was never cancelled! Apparently FNB only changes the card and not the account details (or something along those lines). SO the Gold card was still active - all he was explaining to me was new unknown information and this was only explained to me when I called the ********** line and I am not sure if I even understand what the was explained to me. So the gentleman only cancelled that Gold card 2 days back. He told me that the investigators would call me within 10 days for an investigation. 10 days! That is absolutely ridiculous! I need the money returned back to me as it is not even month end and I have commitments before then. I find it unacceptable that FNB is constantly offering new accounts and upgrades and do not follow through on processes such as cancelling old accounts. I would like to be reimbursed immediately for this matter and to wait for 10 days just to be consulted by investigators is unacceptable.

Siyasanga Duze