FNB's lack of security cost me everything.

Hi everyone, today I am a very unhappy FNB customer and I would like to share the experience on why I feel this way.

On the 9th of April 2024 my wallet containing my FNB card was ******. Realizing the lost of my wallet just a few minutes later, I immediately blocked and cancelled the ****** card and I a new one as a replacement. Fast forward a month later on the 10th of May 2024 the person who had ****** my card was able to do transactions with it. The transactions were reflecting at around 2am on my online banking and at this time I was asleep, these transactions were also done 100's of kilometers away from where I live as this person was purchasing with my ****** card in Free State whilst I am situated in Durban. Every cent was used up in my account and I woke up the next morning to these notifications and a balance of zero.

On Monday I went to a FNB branch at Gateway Umhlanga to report this incident, the bankers just referred me to their ***** line in the branch were I had to call customer service. I spoke to a representative, the phone call was not very helpful, as there was a lack of empathy, the rep was dismissive and just wanted to end the call as quickly as possibly. They only thing I got from the call was that this will be investigated and I will get feedback in 7 to 30 working days which is crazy to me.

This experience is very concerning to me as for one, when my card was ****** I took every necessary precautions advised by the bank to avoid all of this from happening, I blocked my card before the any transactions were made yet a month later that same cancelled card was used by the *****. From the looks of it this is entirely the banks fault for their lack of security and unfortunately I was victim of this.

With all being said, I need advise on what I can do to have this properly handled.