FNB’s process of dealing with *****ulent transaction extremely poor!

On the morning of the 23rd of August 2024 I noticed that there was a debit order of R2,964.32, for an FNB Personal Loan that was debited on my account. I do not have a personal loan account with FNB, nor with any other bank. When I visited the bank on the same day, I was told that I should wait 24hrs until the debit order could reflect under My Debit Orders, then call the ***** helpline to have the money reversed. On the 24th of August I called the ***** helpline, only to be told that the debit order was blocked & could not be reversed. An AEDO Debit Order ***** Form was sent to me via email, and I was told to fill the form for FNB to resolve the dispute WITHIN 40 days of receiving the form!!! 1) Their ***** helpline does not have an option to report *****ulent transactions. The system does its best to make the caller go around in circles, without getting any help! 2) The lady who assisted me (Melinda) was rude; she was shouting at me whilst I was on the call. I had to tell her to stop shouting at me. 3) The bank confirmed that they cannot find any personal loan account under my name 4) The bank could not explain where the debit order (R2,964.32) was credited. 5) I told the lady that I have debit orders that will go through my account between Sunday (25 Aug) & Monday (26 Aug), and I need assistance from the bank since they can’t reverse the money. The lady was bold enough to tell me that they can’t assist me. 6) The bank was not willing to give me any assistance whatsoever, except for me to wait for up to 40 days before this conflict is resolved. The only thing that they excel in, is apologising for not being able to assist you! I’m sure that whoever that’ll respond here (representing the bank) will do exactly the same. Their entire process of dealing with *****ulent transaction is extremely, extremely poor - they deserve less than the poor rating that I gave them.